Anna Santos
Toronto,Canada
Summary
An Administrative Assistant/Customer Service Officer with over 25 years’ experience in dealing with customers. Ability to develop and implement administrative procedures to increase productivity and efficiency; copes well under pressure within a fast-paced environment; communicates effectively at all levels; and interacts supportively within a team environment/customer.
Overview
13
13
years of professional experience
Work History
SENIOR CREDIT ANALYST / CREDIT REVIEW
BANK OF NOVA SCOTIA-SMA
11.2019 - 10.2023
- Reviewing mortgage documentation to ensure all mortgage documents supporting the adjudication decision are received and policy is adhere, making sure all security documents provided by the underwriter prior to funding are in the binder.
- Ensuring the accuracy of information entered into system and escalate to management when signs of fraudulent in file.
- Engage and participate in meetings every two weeks or when its necessary.
- Knowledgeable of policy and collaborate with management when necessary. Team player.
- Seek out opportunities to contribute to the Department.
MORTGAGE FULFILLMENT OFFICER
BANK OF NOVA SCOTIA
10.2012 - 11.2019
- Provide accurate, timely and efficient administration of new mortgage deals from high-volume mortgage brokers, from customer acceptance through to funding
- Accurately preparing mortgage files, mortgage documentation and funding instructions.
- Reviewing documentation to ensure all mortgage documents supporting the adjudication decisions are received, and mortgage security documents provided by the solicitor are accurate and in compliance with the Bank's requirements.
- Ensuring the accuracy of information entered into various bank systems .
- Accurately preparing Bank documents including security documents. Preparing and forwarding Solicitor and/or branch instructions.
- Determining and escalating issues such as title defects, credit compliance deficiencies as required accurately, completeness and authorization of transactions and maintenance data.
- Preparing posting worksheets/GL entries and accurately posting mortgage and component products from branches, lawyers, and Broker Relationship Manager and mortgage brokers.
- Acting as an intermediary to communicate information between the Broker Relationship Manager, branches and solicitors.
- Maintaining accurate records and filing systems per established procedures. Providing backup as required to other Mortgage Fulfillment Officers to cover absences/vacations.
- Recognizing and escalating opportunities for cost savings and/or increasing efficiency. Maintain bank and customer confidentiality.
- Provide superior customer service to Broker Relationship Manager, Branches, Brokers and Customers, via phone calls and emails.
TEAM LEADER, FINAL REPORTS
BANK OF NOVA SCOTIA
10.2010 - 10.2012
- Responsible for managing four employees, including mentoring and coaching; mid-year reviews and end-of-year reviews for all four employees; providing training to new employees.
- Effectively dealing with customer-related issues and problem-solving.
- Delegate work between employees.
- Provide back-up to the other Team Leader when necessary.
- Dealing with solicitors on a daily basis for the final report (security documents) that were past due (over 3 months).
Education
High School -
Bishop Marrocco/Thomas Merton C.S.S.
Skills
- Ability to work with minimal or no supervision
- Strong decision making, problem solving, research and organization skills
- Team player with effective motivational, interpersonal and communication abilities
- Ability to coordinate, delegate and prioritize departmental workload to meet deadlines
- Ability to develop and maintain excellent rapport with customers, subordinates and management
- Flexible with the ability to adapt readily to the demands of the job
- Self-starter, resourceful, efficient, reliable and diligent with strong listening skills
- Confident of what I can achieve by being professional and resilient
- Fluent in English and Portuguese
Accomplishments
- Supervised a team of 6 staff members.
- Collaborated with a team of 5 in the development of Scotiabank Heart and Stroke Foundation Fundraising Events.
Languages
Portuguese
Full Professional
Timeline
SENIOR CREDIT ANALYST / CREDIT REVIEW
BANK OF NOVA SCOTIA-SMA
11.2019 - 10.2023
MORTGAGE FULFILLMENT OFFICER
BANK OF NOVA SCOTIA
10.2012 - 11.2019
TEAM LEADER, FINAL REPORTS
BANK OF NOVA SCOTIA
10.2010 - 10.2012
High School -
Bishop Marrocco/Thomas Merton C.S.S.
Awards
United Way Outstanding Achievement Award
Scotia Bank Heart and Stroke Foundation Fundraising Events
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