Karen Lepine
Paris ,ON
Summary
A dedicated, people-oriented Financial Service Professional with extensive experience in Customer Service Management and expertise in sales, driving growth for the branch book of business. A five-time TD Canada Trust Champion always exceeding sales goals and expectations. A self-motivator, focused on delivering customers exceptional results and customized solutions. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
27
27
years of professional experience
Work History
Mobile Mortgage Specialist
TD Canada Trust
Paris
07.2013 - 04.2024
- Guided clients through mortgage application process, ensuring understanding of requirements and timelines.
- Collaborated with underwriters to ensure timely loan approvals and documentation.
- Analyzed market trends to provide insights on competitive mortgage rates.
- Educated clients on credit scores and their impact on mortgage eligibility.
- Cultivated relationships with real estate agents, resulting in increased referral business.
- Verified income of borrower and gathered credit information.
- Verified all necessary forms were completed accurately according to company standards.
- Updated existing database regularly with new customer information and changes in policies and procedures.
- Researched current market trends to identify potential opportunities for clients.
- Supported the underwriting process by collecting additional documentation.
- Performed periodic follow-ups with customers after closing of their mortgages.
- Monitored progress of loan applications throughout the entire process from start to finish.
- Leveraged market knowledge and partner relationships to generate new business and enhance sales efforts.
- Developed and maintained relationships with customers, real estate agents, and other professionals in the industry.
- Kept detailed records regarding approved, denied and received loan applications.
- Conducted property appraisals to ascertain loan-to-value ratios.
- Facilitated workshops and seminars on mortgage products and financial literacy.
- Ensured compliance with federal and state lending regulations.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Attended regular meetings with sales staff to discuss strategies for increasing business volume.
Financial Customer Service Representative
TD Canada Trust
Toronto
10.1998 - 06.2013
- Worked in several branches providing personalized investment and credit solutions for a diverse group of customers including mortgages, lines of credit and unsecured credit products, GICs and Mutual Funds.
- Processed transactions accurately while adhering to company policies and regulations.
- Educated clients on banking products and services to enhance their experience.
- Fostered customer relationships through regular follow-up communications, enhancing satisfaction and loyalty.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Processed new account applications efficiently while verifying all required documents were received.
- Identified and cross-sold relevant products or services tailored to customer needs, contributing to sales growth.
- Resolved customer issues through effective communication and problem-solving skills.
- Handled customer complaints in a timely manner, following company procedures.
- Identified potential fraud cases and escalated them according to policies and procedures.
- Maintained knowledge of current promotions, exchange guidelines payment policies and security practices.
- Open and closed branches, acting as a supervisor while ensuring due diligence at all times in cash handling and balancing.
- Led execution of various RRSP and credit campaigns and workshops, driving customer engagement and education.
- Mentored new employees on procedures and policies to maximize team performance.
Customer Service Representative
TD Canada Trust
Brampton, Ontario
09.1997 - 10.1998
- Worked in several branches to fulfill customers' day-to-day banking needs, including bill payments, deposits, and withdrawals.
- Identified upselling opportunities for products and services tailored to customer needs.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Promoted available products and services to customers during service, account management and order calls.
- Engaged customers in conversations to understand needs, resolve issues, and provide tailored product information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
IFC Candadian Securities Institute
Mutual Fund Licence
09-2001
High School Diploma -
Brampton Centennial Secondary School
Brampton, ON06-1995
Skills
- Mortgage underwriting
- Loan documentation
- Market analysis
- Credit assessment
- Compliance regulations
- Customer relationship management
- Account Management
- Multitasking
- Professional demeanor
- Mentoring
- Complaint resolution
- Critical thinking
- Communication
- Detail orientation
- Planning
- Sales
- Microsoft Excel, Word, Powerpoint
- Outlook, Internet
Languages
Spanish
Professional
References
References available upon request.
Timeline
Mobile Mortgage Specialist
TD Canada Trust
07.2013 - 04.2024
Financial Customer Service Representative
TD Canada Trust
10.1998 - 06.2013
Customer Service Representative
TD Canada Trust
09.1997 - 10.1998
IFC Candadian Securities Institute
Mutual Fund Licence
High School Diploma -
Brampton Centennial Secondary School