Kasha Roshan
Brampton,Canada
Summary
Highly-skilled, customer focused professional with 10+ years of experience in customer service, sales and administration in highly demanding financial service industry. Results driven ethic along with exceptional interpersonal, organizational, multi-tasking, and time management skills; extremely detail-oriented, analytical, dependable, and able to improvise when needed. History of excellence in customer communications and broker relationship development augmented by expert ability to clarify complex issues; highly skilled in negotiations, working with internal and external stakeholders and proficiency in mortgage applications; Competencies include: 10+ years of Financial Institution Experience, Mortgage Related Policies and Procedures, Outstanding Mortgage Underwriting Skills, Exceptional Customer Service Delivery, Broker Network & Members Support, Client Concerns & Complaints Resolution, Inbound/Outbound Calls Management, Refined & Engaging Communications, Workload Prioritization & Scheduling, Multi-Dimensional Problem Solving, Data Collection and Administration, Analytical Decision Making Aptitude
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
21
21
years of professional experience
Work History
Team Leader, Funding
Scotiabank
06.2018 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Mortgage Fulfillment Officer
Scotiabank
Toronto, Canada
01.2009 - 01.2016
- Provide accurate, timely and efficient administration of new mortgage deals from high volume mortgage brokers
- Accurately prepare mortgage files, mortgage documentation and funding instructions
- Review mortgage documentation to ensure all mortgage documents supporting the adjudication decision are received
- Ensure accuracy and bank/regulatory compliance of mortgage security documents provide by Solicitor
- Diligently prepare Bank documents including PCA, COB, MPA and Bridge loan security document
- Prepare and forward solicitor and/or Branch instructions
- Determine and escalate issues such as title defects, credit compliance deficiencies as required
- Provide superior customer service to BRMs, Brokers Officers and the end customer through stellar 'front-line service' and support
- Ensure mortgages are funded on the correct date and to the appropriate payee
- Verified the accuracy, completeness and authorization of transactions and maintenance data
- Expertly defused challenging customer situations by acknowledging concerns, rapidly determining the root problem, identifying options, and collaborating with customers to ensure prompt resolution
Customer Service Representative
Scotiabank
Markham, Canada
01.2008 - 01.2009
- Provided administrative and service support to branch team members and to external branch customers
- Resolved customer services and maintenance related inquiries; serviced the ABM; directed sales opportunities to the sales officer
- Tracked, addressed and resolved customer issues, concerns and complaints in a consensus building manner
- Demonstrated excellence in after-sales, non-interactive processing and maintenance of bank products and services; meeting the transactional needs of customers who contact the branch by telephone
Mortgage Funder /Underwriter
Scotiabank/Scotia Express Services Mortgages
Markham, Canada
01.2004 - 01.2008
- Responsible for documentation management of conditions for mortgage’s through Scotia Express Unit Toronto
- Ensured all transaction were consistently and accurately processed within the time frame
- Stayed abreast of mortgage products knowledge to provide prompt, accurate and knowledgeable service to their client base
- Excelled in verification of conditions information provided by broker; review and removal of completed conditions
Education
Diploma - Computerized Accounting, Microsoft Office 2000, Business Management, Financial Services Underwriting
Tazumi-Tech Business Computer College/Seneca College
Toronto, ON01.2001
Skills
- Financial Institution Experience
- Mortgage Related Policies and Procedures
- Mortgage Underwriting Skills
- Customer Service Delivery
- Broker Network Support
- Client Concerns Resolution
- Inbound Calls Management
- Outbound Calls Management
- Communications
- Workload Prioritization
- Scheduling
- Problem Solving
- Data Collection
- Administration
- Analytical Decision Making Aptitude
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Coaching and mentoring
- Complex Problem-solving
- Analytical thinking
- Goal setting
Languages
English
Full Professional
Accomplishments
- Supervised team of 6-9 staff members.
Three-time recipient of Scotiabank's Best if the Best Top Performer
2012
2014
2015
Timeline
Team Leader, Funding
Scotiabank
06.2018 - Current
Mortgage Fulfillment Officer
Scotiabank
01.2009 - 01.2016
Customer Service Representative
Scotiabank
01.2008 - 01.2009
Mortgage Funder /Underwriter
Scotiabank/Scotia Express Services Mortgages
01.2004 - 01.2008
Diploma - Computerized Accounting, Microsoft Office 2000, Business Management, Financial Services Underwriting
Tazumi-Tech Business Computer College/Seneca College