Marzia Ali
Scarborough,Canada
Summary
Seasoned professional with more than 3 years of experience in the field of customer service and support. Highly motivated individual with a focus to provide the best customer experience to every client. Gained tremendous knowledge about the Canadian mortgage servicing industry while working with Canadian Imperial Bank of Commerce (CIBC). Possess expert knowledge of residential appraisal standards, strong risk management acumen, and a proven track record of managing escalations. Experienced in working directly with upper management and executives to provide the required support.
Overview
4
4
years of professional experience
Work History
Mortgage Specialist
CIBC
12.2019 - 01.2021
- Delivered prompt, knowledgeable solutions and handled daily client interactions, resolving inquiries and complaints with a focus on service excellence and tailored financial solutions.
- Handled routine and complex inquiries from customers, title companies, and solicitors each day.
- Provided expert guidance and support to clients on mortgage products, including new applications, refinancing, payoffs, and releases.
- Monitored loans to verify adequate and current insurance coverage.
- Verified newly-loaded consumer, mortgage and commercial loans against established standards.
- Negotiated repayment plans for clients with delinquent loans and handled dispute resolution with empathy and professionalism.
- Reviewed mortgage files for accuracy, compliance, and completeness, ensuring adherence to internal policies and regulatory requirements.
- Conducted in-depth assessments of loan applications, analyzing client risk, income documents, and property details to determine loan eligibility.
- Listened carefully to customer complaints and swiftly resolved issues by identifying and providing valuable solutions.
- Mentored and trained a team of 10+ new employees on mortgage systems, customer service best practices, and operational procedures.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Supported customers in making informed decisions about mortgage and line-of-credit products based on needs, affordability, and terms and any assistance on forms and application processes.
- Analyzed risk level and feasibility of granting loans based on standard calculations.
- Managed over 50 customers calls per day and trained a group of 10 new team members on daily operational activities.
- Obtained a high customer satisfaction score of 8.9 and received the Rising Star Award for outstanding service and performance within the first six months.
Assistant Manager
Axis Bank
08.2016 - 10.2018
- Facilitated and processed Letters of Credit (LCs), including document examination, amendments, and SWIFT messaging, ensuring compliance with UCP 600 and international banking norms.
- Delivered exceptional customer service by resolving ad-hoc client issues and handling complex queries related to cross-border payments and documentary credits.
- Did troubleshooting and solved ad-hoc customer queries and resolved matters with the intermediary bank.
- Performed Customer Due Diligence (CDD) and Conducted enhanced KYC reviews in alignment with RBI, FATF, and AML regulations to mitigate financial and reputational risk.
- Coordinated with local and foreign banks to execute Vostro transactions, ensuring accuracy, timeliness, and full regulatory compliance and followed up with branches to ensure charges are collected and LC's are delivered on time for a better customer experience.
- Handled Vostro transactions and Managed FDI-related transactions by validating documentation per RBI directives and ensuring smooth inward remittances and investments.
- Carried out FCRA verification for donation-linked payments, reducing risks of fraudulent or non-compliant fund flows.
- Liaised with multiple stakeholders including relationship managers, compliance teams, and remitting banks to maintain end-to-end process efficiency and ensure timely charge recovery and processing accuracy for trade-related processes.
- Processed the FDI transactions and ensured the documents obtained are in compliance with the RBI guidelines.
- Drafted and reviewed SWIFT messages (e.g., MT700, MT103, MT202) ensuring accuracy and global compliance in cross-border transactions.
- Supported internal and external audit processes by preparing detailed reports on FDI, Vostro/Nostro, and donation-related transactions.
- Collaborated with international correspondent banks to resolve remittance discrepancies and mitigate operational risks.
- Recognized for maintaining 100% error-free documentation in high-value foreign transactions and Improved TAT (turnaround time) by streamlining LC amendment tracking, reducing manual errors by 20%.
- Trained new team members on compliance procedures, trade operations, and RBI documentation guidelines.
- Conducted AML screening and transaction monitoring for foreign inward remittances and trade transactions to detect and prevent suspicious activity.
- Reviewed high-risk accounts and flagged transactions with unusual patterns for further investigation in compliance with FATF and RBI guidelines.
- Ensured strict adherence to Anti-Money Laundering (AML) regulations during processing of Letters of Credit, Foreign Direct Investments (FDI), and FCRA-related funds.
- Performed periodic reviews of customer accounts, identifying PEPs (Politically Exposed Persons) and sanctioned entities using internal tools and global watchlists.
- Collaborated with compliance and legal teams to report STRs (Suspicious Transaction Reports) when required.
- Maintained up-to-date knowledge of global AML regulations and contributed to internal training sessions on AML best practices.
Education
Diploma - Banking and Finance
Bombay Stock Exchange
Mumbai, Maharashtra07.2016
Bachelor of Commerce - Finance
Mumbai University
Mumbai, Maharashtra06.2013
Skills
- Analytical Skills
- Risk Management Acumen
- Customer Service & Support
- Microsoft Excel
- Team Player
- Self-Motivation
- Knowledge of Compliance and AML Guidelines
- Microsoft Word
- Decision-Making
- Time Management
- Loan servicing
- Residential mortgage lending regulations
- Relationship management
- Anti-money laundering
- Client needs analysis
- Document review
Language
English - Proficient
Hindi - Proficient
Urdu - Intermediate
Timeline
Mortgage Specialist
CIBC
12.2019 - 01.2021
Assistant Manager
Axis Bank
08.2016 - 10.2018
Bachelor of Commerce - Finance
Mumbai University
Diploma - Banking and Finance
Bombay Stock Exchange
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