Himani Malhotra
Kitchener,ON
Summary
Dedicated banking professional with a solid background in customer service across multiple platforms. Expertise in processing high-volume transactions, supporting financial products, and addressing customer inquiries with professionalism. Committed to compliance with financial regulations such as AML, while effectively promoting banking services and nurturing client relationships. Known for a strong focus on customer satisfaction, innovative problem-solving, and teamwork.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Rogers bank
Kitchener, Ontario
06.2023 - Current
- Served as primary contact for 50+ banking clients daily via phone and digital channels.
- Assisted clients with Rogers Bank Mastercards, including applications and payment processing.
- Supported daily banking operations such as deposits, withdrawals, and loan payments.
- Handled service issues with professionalism, achieving over 95% customer satisfaction ratings.
- Guided customers in utilizing digital banking tools, reducing support requests by 20%.
- Ensured compliance with Anti-Money Laundering (AML) regulations to protect client data.
- Identified referral opportunities to specialized banking teams, enhancing product growth.
Account Specialist
Telus
Kitchener, Ontario
05.2022 - 05.2023
- Managed 40+ customer accounts daily, ensuring accurate billing, order updates, and payment processing.
- Reduced repeat escalations by 10% through proactive issue resolution and customer education.
- Delivered training sessions on self-service tools, increasing digital adoption by 25%.
- Collaborated with cross-functional teams to streamline service processes, cutting average resolution time by 15%.
- Mentored and coached new hires, improving onboarding efficiency and team productivity.
Education
Post Graduate Diploma - Business Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener08-2023
Bachelors - Commerce
Delhi University
Delhi, India07-2020
Skills
- Customer Service & Relationship Building
- Banking Transactions (deposits, withdrawals, bill/loan payments, drafts)
- Mastercard & Credit Product Support
- Digital Banking Support & Troubleshooting
- Regulatory Compliance (AML, Privacy, Verification)
- Conflict Resolution & Problem Solving
- Knowledge of Banking Products (demand deposit, debit/credit cards, e-transfers)
- Referrals & Cross-Selling Opportunities
- Team Collaboration & Inclusivity
Certification
- Anti-Money Laundering (AML) Certified
- Hubspot Sales Software
- Zendesk Professional Certificate
Timeline
Customer Experience Associate
Rogers bank
06.2023 - Current
Account Specialist
Telus
05.2022 - 05.2023
Post Graduate Diploma - Business Management
Conestoga College Institute of Technology And Advanced Learning
Bachelors - Commerce
Delhi University