Joan Keizer
Mississauga, ON,Canada
Summary
Accomplished financial services professional with over 20 years of experience at Scotiabank in Canada and the Caribbean. Recognized for delivering exceptional client service, ensuring compliance, and leading high-performing teams in fast-paced, regulated environments. Skilled in customer relationship management, operational oversight, and process improvement. Completed a certificate in Retirement Community Management at McMaster University, positioning myself to apply financial, leadership, and people-focused expertise to enhance operations and resident experiences in retirement living communities.
Overview
32
32
years of professional experience
Work History
Senior Service Officer
Scotiabank
Mississauga, Canada
03.2020 - 01.2024
- Promoted a customer-focused culture, strengthening client relationships and ensuring seamless service delivery.
- Managed client accounts and loans, ensuring accuracy, compliance, and timely payments.
- Collaborated with stakeholders to resolve issues, reduce costs, and enhance operational efficiency.
- Responded effectively to inquiries and complaints, reducing business and client impact.
- Ensured adherence to regulatory compliance, AML/ATF requirements, and internal risk frameworks.
- Championed a high-performance environment by motivating, developing, and supporting team members.
Lending Services Officer
Scotiabank
Mississauga, Canada
07.2016 - 09.2017
- Authorized transactions and credit requests, including syndications up to $25M.
- Independently executed lending operations within authorities/limits (up to $3M).
- Processed overdrafts, delinquencies, annual reviews, and lending payouts with accuracy.
Customer Services Representative
Scotiabank
Mississauga, Canada
01.2005 - 07.2016
- Delivered personalized customer service through transactions, account support, and product education.
- Built long-term client relationships by offering tailored financial solutions.
Filing Clerk
Scotiabank
Toronto, Canada
01.2005 - 01.2005
- Organized and maintained filing systems for client documents and records.
- Ensured compliance with data protection regulations during file management.
- Collaborated with team members to enhance service delivery and efficiency.
- Resolved customer complaints promptly and efficiently.
Group Administrator
Barbados Mutual Life Assurance Society
01.1992 - 12.1997
- Processed claims, managed cash transactions, and supported group administration functions.
- Managed incoming correspondence, prioritizing items for review and action.
- Computed and verified totals on report forms, requisitions or bills with adding machine or calculator.
- Answered telephone inquiries in a professional manner.
Education
Certificate - Retirement Community Management
McMaster University
07.2025
Diploma - Human Resource Management
Sheridan College
01.2012
Certificate - Secretarial & Business Studies
St. Vincent Technical College
01.1992
High School Diploma -
St. Vincent Girls’ High School
01.1990
Skills
- Customer Service
- Regulatory compliance
- People management
- Client relationship management
- CRM software proficiency
- Service excellence
- Risk management
- Transaction processing
- AML/ATF compliance
- Adaptability
- Emotional intelligence
- Banking operations support
- Customer retention strategies
- De-escalation techniques
- Issue and complaint resolution
- Office administration
- Workflow prioritization
- Deadline oriented
Additional Involvement
- Job shadowed with Learning & Development Team (Scotiabank)
- Volunteered member, GO Canada Action Team
- Volunteered member annual employee Mental Health Awareness campaign
- Active volunteer in local church and community
Timeline
Senior Service Officer
Scotiabank
03.2020 - 01.2024
Lending Services Officer
Scotiabank
07.2016 - 09.2017
Customer Services Representative
Scotiabank
01.2005 - 07.2016
Filing Clerk
Scotiabank
01.2005 - 01.2005
Group Administrator
Barbados Mutual Life Assurance Society
01.1992 - 12.1997
Certificate - Retirement Community Management
McMaster University
Diploma - Human Resource Management
Sheridan College
Certificate - Secretarial & Business Studies
St. Vincent Technical College
High School Diploma -
St. Vincent Girls’ High School
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