ILDA COIMBRA
Toronto,Canada
Summary
To secure the position where I can expand my knowledge while enhancing my working skills, learn and grow with others. Where I can gain experience with processes and expose myself to new opportunities within RBC. Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
22
22
years of professional experience
Work History
Manager, Operations Process Strategy
RBC Royal Bank
07.2021 - Current
- Collaborated effectively with Key stakeholders across several lines of businesses to review and manage any risks and downstream impacts to mortgage processes and controls from end to end
- Led several Regulatory initiatives to mitigate bank loss and risk by quickly identifying and implementing interim measures or utilizing automation and system enhancements to resolve root issues
- Maintained and updated mortgage procedures under Policy and Procedure Library to ensure alignment with Policy and Procedures changes while identifying any inconsistencies and gaps
- Collaborated with HEF partners to implement New Home Builder approval letters reducing the number of letters from 56 to 2 forms
- Collaborated with my partners to implement automation of our Payout statement, Payout process and Mortgage Discharge processes
Records and Distribution, Senior Team Leader
RBC Royal Bank
04.2020 - 07.2021
- Assist with resolution and provides coaching to support employees in opportunity spotting for simpler, faster and better, matching appropriate action or advice solutions to requestor needs to deliver results and optimal resolution
- Ensures skills/knowledge/accreditations where applicable, of self and team are up-to-date and meet position requirements and business needs and champion centre capability building supporting development and cross training strategy within One Centre
- Effectively establish and implement quality initiatives to improve customer satisfaction
Home Equity Closing Center, Subject Matter Expert
RBC Royal Bank
12.2018 - 04.2020
- Provide in depth training on products, procedures and best practices with an aim to develop proficient Agents and Officers throughout the PLOG center
- Constantly review folios to ensure we are adhering to policy and procedures
- Develop training aids, knowledge tests and execute an effective training curriculum that will motivate and inspire individuals and for the support of the various Processing Teams
- Initiate and facilitate team huddles/team meetings to ensure clarity and understanding around existing and new processes
- Involved with projects with different Teams (National Office, OE&I, Process Transformations) providing support and knowledge on the PLOG processing systems and processes, for testing purposes
- Held multiple meetings to present different initiatives and ideas to Senior Managers and also went out to the field of Mortgage Specialists to demonstrate the impacts of the new concepts
Home Equity Closing Center, Relationship Officer
RBC Royal Bank
03.2015 - 12.2018
- In-depth knowledge of folios and policy and procedures
- Referral point for team members and other departments
- Provide coaching and mentorship for new hires on the role
- Used an innovative mindset to identify several solutions that eliminated waste, weighing each to appropriately mitigate risks, within delegated authorities
- Established a high performing standard for myself, processing deals within established client service commitments by using a proactive approach, demonstrating my ability to multitask and being able to always adapt to change
- Used resources and analytical techniques to evaluate complex issues weighing Policy/process/procedural guidelines to satisfy the client needs
- Subject Matter Expert for my Peers, new hires and job shadows
Home Equity Closing Center, Mortgage Closing Officer/Relationship Coordination Officer
RBC Royal Bank
01.2007 - 03.2015
- Contact Lawyers to resolve any issues with mortgage
- Inbound/Outbound Phone Calls Handle each call with a client focus mindset and sense of urgency
- Place outbound calls to ensure applications are moving forward efficiently and partners are informed
- Communicate in an effective and professional manner (verbal & written) with internal and external partners
- Utilize problem solving skills to identify root cause with an aim to provide viable solutions
- Strong knowledge of Casper, Panther, Sales platform, OLMS, Outlook, Right fax, application launch pad and other programs that are associated with MCO function
- Deal with all manner of situations regarding mortgages with service partners including Lawyers, Branch, Mortgage Specialists, First Canadian Title, Credit Adjudication, CMHC, GE
- Resolve issues at first point of contact by taking ownership, offering solutions, instilling trust and following up with Service Partners to ensure that all their needs have been met
Tax Investigations Agent
RBC Royal Bank, Personal Service Centre, Mortgage Maintenance Department
08.2005 - 01.2007
- Contact clients and lawyers across Canada in regard to Tax Resolutions
- Investigate and resolve client complaints and misunderstandings
- Deal directly with clients, lawyers, lenders and city works to thoroughly investigate and resolve any tax problem that client might be having
- Complete tax calculations for clients to bring clients to good standing in tax accounts
Account Service Agent
RBC Royal Bank, Personal Service Centre, Mortgage Maintenance Department
05.2004 - 08.2005
- Call lawyers regarding securities of properties for payout and confirm the release of the request
- Took part in pilot for the “Opportunity spotting” for all of Ontario and the Atlantic provinces as well as validate new RBC Homeline processes for payout and Discharges
- Utilizes increased depth of operational knowledge and relaxed problem-solving skills to investigate and resolve moderately complex transactions/activities
R&D Representative
RBC Royal Bank, Personal Service Centre, Records & Distribution Dept.
03.2003 - 04.2005
- Ensure all MID functions (Batching, Purolator, Messaging, Scanning and Indexing,) are accurately completed according to established Service Partner Agreement
- Identify operational/service inefficiencies and make recommendations for improvement
- Verifying accuracy and completeness of mortgage documents
Education
High School Diploma -
Arch Bishop Romero Catholic School
Toronto, ONSkills
- Customer Service oriented, with excellent communication and problem solving skills, along with great Organization and Analytical thinking
- Ability to meet deadlines within a high pressure environment
- Strong communication and interpersonal skills
- Quick learner who can easily adapt to new responsibilities
- Ability to work effectively both independently and as a team member, also prioritize and manage multiple demands and complete tasks on time
- Ability to be an analytical thinker
- Capable of handling high volumes producing successful results
- Manage conflict Address behavioral concerns with mortgage specialists, peers, branch representatives, and provide feedback to facilitate change
Timeline
Manager, Operations Process Strategy
RBC Royal Bank
07.2021 - Current
Records and Distribution, Senior Team Leader
RBC Royal Bank
04.2020 - 07.2021
Home Equity Closing Center, Subject Matter Expert
RBC Royal Bank
12.2018 - 04.2020
Home Equity Closing Center, Relationship Officer
RBC Royal Bank
03.2015 - 12.2018
Home Equity Closing Center, Mortgage Closing Officer/Relationship Coordination Officer
RBC Royal Bank
01.2007 - 03.2015
Tax Investigations Agent
RBC Royal Bank, Personal Service Centre, Mortgage Maintenance Department
08.2005 - 01.2007
Account Service Agent
RBC Royal Bank, Personal Service Centre, Mortgage Maintenance Department
05.2004 - 08.2005
R&D Representative
RBC Royal Bank, Personal Service Centre, Records & Distribution Dept.
03.2003 - 04.2005
High School Diploma -
Arch Bishop Romero Catholic School
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