JOHN LATEI
RBC Bank
Moncton,NB
2027
years of professional experience
Developed strong communication and problem-solving abilities in a fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into a new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Work History
Customer Service Representative
- Identified customer needs by listening carefully, asking relevant questions, and recommending appropriate banking solutions within established policies.
- Assisted customers with account-related concerns, transaction discrepancies, and service issues, coordinating with relevant departments when required.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled sensitive customer information responsibly while following privacy requirements, internal procedures, and applicable banking regulations..
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Banking Advisor / Digital Banking Advisor
1 Year 11 Months- Reviewed clients' banking transactions, credit card use and account activity to understand their needs, concerns and recommended suitable banking solutions.
- Evaluated clients' account situations and needs in order to counsel them on credit card options, banking solutions, account management, and available products and services.
- Reviewed clients' banking activity and credit card use to explain account features, spending patterns, fees and relevant products and options, so customers could make informed decisions about their accounts.
- Provided financial guidance to clients according to their needs, account situation and goals in accordance with regulations and bank policies.
- Built trust with clients by understanding their concerns and explaining their options and next steps in language they could relate to.
- Addressed account and transaction concerns and discrepancies, and coordinated with the appropriate internal resources to ensure resolution and client satisfaction.
- Contributed to client retention efforts by maintaining a high level of professionalism and exceptional customer support.
Customer Service/ Retention
2 Years- Supported Fido and Rogers customers in a retention environment by identifying reasons for cancellation, understanding individual concerns, and recommending suitable service options.
- Reviewed customers' existing plans, service usage, and account requirements to recommend tailored solutions aligned with their needs and budgets.
- Explained available plans, pricing, features, and promotional options clearly, helping customers make informed decisions about their services.
- Used active listening, empathy, and objection-handling skills to address customer dissatisfaction, resolve concerns, and encourage customer retention.
- Negotiated suitable service options within company policies while balancing customer needs, affordability, and retention objectives.
- Conducted follow-up communications and resolved customer complaints to support customer satisfaction and long-term relationships.
- Worked toward retention, customer satisfaction, and performance targets while maintaining accurate account records and following company procedures.
Education
Diploma - Supply Chain Management
Logistics
Bachelor of Science - Industrial and Labour Relations
Skills
Clear explanation of financial products and processes in plain language
Active listening
Customer service
Critical thinking
Customer relations
Relationship building
Microsoft Excel
Compliance with internal policies
legal standards
and regulatory requirements
Accuracy in transactions and records
data checks
and documentation
Multitasking
prioritization
and time management in a fast-paced setting; CRM software and Microsoft Office
Data entry
Problem resolution
Computer proficiency
Disclaimer
References available upon request
Personal Information
Title: CLIENT SERVICES | BANKING | FINANCIAL GUIDANCE & SUPPORT
Timeline
Banking Advisor / Digital Banking Advisor
RBC Bank
11.2024 - CurrentRead More
Customer Service/ Retention
IO Solutions
07.2022 - 07.2024Read More
Olabisi Onabanjo University
Bachelor of Science from Industrial and Labour Relations
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Customer Service Representative
TD Bank
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Eastern College
Diploma from Supply Chain Management
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