Joe Augustine
Montreal,QC
Summary
Detail-oriented and bilingual (FR/EN) financial services professional with 4+ years of proven success in high-volume, SLA-driven banking environments. Experienced in complex transaction processing, fraud risk escalation, and providing first call resolution through phone support. CAMS-certified with a track record of upholding AML compliance, documenting investigations, and enhancing process efficiency. Recognized for collaborative problem-solving, client advocacy, and fostering an inclusive, high-performing team culture.
Overview
8
8
years of professional experience
Work History
Bilingual Digital Tech Specialist
TD Canada Trust
01.2023 - Current
- Delivered First Call Resolution to 280+ client inquiries weekly by resolving digital banking issues across multiple platforms, meeting SLA and quality assurance targets.
- Submitted fraud and dispute cases using TD’s internal claims systems, reducing fraud-related losses and supporting risk mitigation protocols.
- Analyzed common technical issues to flag process gaps and collaborated with internal teams to improve resolution workflows.
- Ensured accuracy in case documentation and compliance with AML and privacy regulations.
Bilingual Easyline Customer Service Representative
TD Canada Trust
04.2021 - 01.2023
- Handled 40+ bilingual inbound calls per day, providing timely and professional support on account inquiries, wire transfers, and financial transactions.
- Escalated high-risk transactions and AML red flags to the compliance team, aligning with internal investigation protocols.
- Assisted in identifying recurring service issues and submitted feedback to help optimize call flow efficiency and customer experience.
Account Manager (Risk-Focused)
@allthingsmontreal
09.2017 - 04.2021
- Oversaw 100+ client accounts monthly, driving a 165% increase in revenue through strategic upselling and personalized service.
- Maintained detailed records of customer communications and transactions to support accurate reporting and follow-ups.
- Helped streamline team processes for handling partnerships, improving turnaround time on client requests.
Customer Insights Analyst
Best Rapport Software
07.2019 - 12.2019
- Analyzed CRM data to uncover customer behavior trends and recommend service adjustments.
- Coordinated with product and support teams to address client pain points and improve communications.
- Helped implement segmentation strategies that improved personalized outreach and reduced churn.
Education
BA - History
Concordia University
Montreal, QC12.2024
CAMS -
Association of Certified Anti-Money Laundering Specialists
10.2024
Skills
- First Call Resolution
- SLA Compliance
- Transaction Processing
- Risk Identification & Escalation
- Operational Investigations
- Process Improvement
- Client Relationship Management
- Bilingual Client Support (FR/EN)
Timeline
Bilingual Digital Tech Specialist
TD Canada Trust
01.2023 - Current
Bilingual Easyline Customer Service Representative
TD Canada Trust
04.2021 - 01.2023
Customer Insights Analyst
Best Rapport Software
07.2019 - 12.2019
Account Manager (Risk-Focused)
@allthingsmontreal
09.2017 - 04.2021
BA - History
Concordia University
CAMS -
Association of Certified Anti-Money Laundering Specialists