Gursangeet Mann
Hamilton,ON
Summary
Experienced Loan Officer adept at assessing customer needs, providing suitable products and guiding customers through loan process. Handles complex financial transactions using in-depth knowledge of loan products, services and lending regulations. Develops strong customer relationships by providing excellent service.
Overview
7
7
years of professional experience
Work History
Retail Lending Officer
Scotiabank
05.2022 - Current
- Balanced risk management with client needs when evaluating loan requests, contributing to prudent decision-making practices.
- Boosted customer satisfaction by providing efficient and knowledgeable lending advice.
- Conducted thorough credit analyses to minimize risk while approving loans for qualified applicants.
- Expanded product knowledge through continuous professional development and training sessions.
- Coordinated closely with underwriters to ensure timely completion of loan approvals and closings.
- Streamlined loan application processes for quicker client approval.
- Contributed meaningfully to the establishment of a positive work culture focused on delivering exceptional results through collaboration, innovation, and commitment to excellence.
- Maintained strict confidentiality of bank records and client information.
- Examined customer loan applications for loan approvals and denials.
- Explained very technical financial information to applicants in easy to understand language.
- Proactively identified solutions for customers experiencing credit issues.
Supervisor
Tim Hortons
04.2018 - 10.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Customer Experience Associate
Scotiabank
09.2021 - 05.2022
- Looked for additional ways to expand products to customers by upselling new products and services.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
- Asked customers questions to determine, verify and solve common problems.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Facilitated seamless transactions by guiding customers through the purchasing process while addressing any concerns or questions raised along the way.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Sales Agent
S&P Data
12.2017 - 03.2021
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of [Type] products or services to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Achieved top performer status within the company due to consistent high sales numbers.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Met existing customers to review current services and expand sales opportunities.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Built relationships with customers and community to promote long term business growth.
Education
Diploma in Business General -
Mohawk College
Hamilton, Ontario08.2017
Bachelor's in Commerce - Equivalent to Bachelor in business administration 4 years degree assessed by WES
08.2017
BBA - Accounting And Finance, Labor Law, Human Resources
Punjab University
India07-2015
Higher Secondary Certification - Business, Accounting, Mathematics
03.2015
Skills
- Integrity and trustworthiness
- Loan servicing
- Credit analysis
- Loan origination
- Credit scoring
- Collateral evaluation
- Debt restructuring
- Underwriting expertise
- Team player
- Customer service-focused
- Friendly
- Relationship building and management
- Risk management assessments
- Financial services
- Financial planning expert
- Financial assessment
- Underwriting support
- Excellent communicator
- Excellent time management
- Customer service
- Problem-solving
- Time management
Professional Highlights
- Extensive experience of almost 3 years in approving loans within specified limits and referring loan applications outside those limits to management for approval.
- Answering phone calls from dealers about loan applications and answering questions about the process.
- Skilled in analyzing applicants’ financial status, credit, and property evaluations to determine the feasibility of granting loans.
- Expert in reviewing the income documents and commercial financial statements to ensure affordability.
Languages
English
Native or Bilingual
Punjabi
Full Professional
Hindi
Full Professional
Timeline
Retail Lending Officer
Scotiabank
05.2022 - Current
Customer Experience Associate
Scotiabank
09.2021 - 05.2022
Supervisor
Tim Hortons
04.2018 - 10.2024
Sales Agent
S&P Data
12.2017 - 03.2021
Bachelor's in Commerce - Equivalent to Bachelor in business administration 4 years degree assessed by WES
Higher Secondary Certification - Business, Accounting, Mathematics
Diploma in Business General -
Mohawk College
BBA - Accounting And Finance, Labor Law, Human Resources
Punjab University
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