Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Operations Agent- Trailblazers
Royal Bank Of Canada, RBC
08.2023 - Current
Joined the trailblazers August of 2023 when the department was fist created to prepare for the migration.
Supported the transition of the HSBC merger with RBC. Taking on urgent business needs to insure client satisfaction.
Learned many new process in a short period of time that has allowed me to expand my skillsets and adaptability.
Since my secondment last year to now i have learned and processed Bill Payment Rejects, business Loan Maintenance, BCRMS RTAM- setup support staff, HSBC Inflight ATM and POS disputes, Adding POA, Adding Trustee, Adding Penny loss.
Subject Matter Expert Records and Distribution
Royal Bank (RBC)
01.2023 - 07.2023
Worked a 6 month Secondment with the Records and distributions team as a SME
Trained a large group of 50 agents for 6 weeks on a variety of processes
Preformed quality checks on work to ensure accuracy
Assisted in creating training materials eg
PPL's, job aids and Quizzes
Supported trainees with any of their questions
Proven ability to learn quickly and adapt to new situations
Responsible for reviewing and coding documents to be uploaded on our systems for all to review
Attention to detail and accuracy are key as direct client impact
Managed time efficiently in order to complete all tasks within deadlines
Systems used: KTA, Synergy, Sales Platform, Application Launch pad.
Operations Agent (Records and Distribution)
Royal Bank (RBC)
05.2019 - 12.2022
Responsible for processing disputes related to personal and business credit cards (Visa and MasterCard)
Verifying documentation using various systems to enter data related to the dispute process and cycle
Process moderately complex client transactions, ensure documents are examined for completeness and accuracy, enter data from documents into prescribed computer database and ensure that the world wide operating regulations put in place by Visa and MasterCard are followed
Worked in high volume environment and environment where good communication skills (verbal and written) are needed
Systems Used: Excel & Word, TS2, VROL (visa resolve online), PDF, IRIS.
Operations Agent (Chargebacks Disputes Team)
Royal Bank (RBC)
10.2018 - 05.2019
Operations Agent (ON CART COE BDA INVESTIGATIONS)
Royal Bank (RBC)
07.2018 - 10.2018
Responsible for deposit maintenance, learned and worked over 5 process
Cross trained with 3 Excel & Office Word CARDs team
Learned and worked 3 processes with them gaining knowledge in new systems such as CCSA
Systems used: SRF, SRF-C, DDA, IRIS, BCRMS, CCSA, Service Platform
Operations Agent (MISG)
Royal Bank (RBC)
09.2012 - 07.2018
Responsible for resolving a variety of personal loan and mortgage maintenance eg
Implementing payment amount, amortization, payment date etc
Ensuring time sensitive CART requests are promptly dealt with in a timely manner to avoid client impact
Systems used: CART, OLBB, OLMS, Sales platform, service platform, Authorized credit (AC).