Kerri Vander Velde
Sherwood Park
Summary
Result-driven Financial Service Representative with strong background in customer service, management, and office administration. Agile with excellent communication, attention to detail and analytical skills and in-depth understanding of financial services and training.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist
Alberta Blue Cross
05.2023 - Current
Senior Financial Services Representative
Easy Financial Services
01.2017 - Current
- Review and evaluated secured and unsecured loan applications to assess credit worthiness and risk factors to improve customer experience and limit future collection items
- Submit loan applications to underwriter for verification and recommendations.
- Obtain copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Receive Commissioner of Oaths for completing secured loan documents
- Work with clients who were past due to develop financial planning strategies and solutions through evaluation of finances. Advise customers of alternative actions and strategies for debt repayment.
- Proactively identify solutions for customers experiencing credit issues.
- Temporarily fulfilled Branch Manager in Training position, when needed, to maintain day to day operations
- Contact prospective customers to present service options and explain details.
- Drive sales by following up with leads and new customers through outbound calls. Helped grow loan book from $1 million to over $4 million, achieving Gold Branch standard.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Deliver exceptional customer service on collection calls and maintained calm and professional demeanor.
- Utilize skip tracing and other techniques to locate debtors.
- Prevent impending loss and increased profitability by enforcing scheduled collection campaigns.
Branch Manager
National Money Mart
04.2012 - 12.2016
- Followed proper Policies and Procedures including Cash Handling and cash handling of large transactions, Security, Loss Prevention, Audit standards, Debt Collection, and Compliance procedures
- Boosted sales and customer loyalty through incentive programs.
- Ensured financial goals were met by analyzing Profit & Loss statements monthly and quarterly to ensure that all opportunities were utilized maximizing profit.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set
- Coordinated and carried out debt collection activity as outlined by provincial laws by managing over 50 customer calls per day.
- Maintained friendly and professional customer interactions.
- Gathered and reviewed customer feedback to improve operations.
- Assessed employee performance and developed improvement plans.
Administrative Assistant
Tru-Green
01.2010 - 03.2012
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Set up conference rooms, technology and materials to facilitate meetings.
- Entered sales, estimates & production on TSS, including commercial division
- Audited sales to verify customer information is correct
- Recorded meeting minutes to provide historical account of actions, measure progress against strategic plan and drive accountability.
- Monitored office calendars to plan meetings, activities and travel to maximize productivity.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Prepared vendor invoices and processed incoming payments.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Maintained payable shared email inbox and digitized invoices for processing.
Education
Diploma - Business Administration-Marketing
NAIT
Diploma - Medical Laboratory Assistant
NAIT
Skills
- Risk management
- Teller transactions
- Cash handling
- Sales goals
- Compliance adherence
- Credit score understanding
- Workplace training
- Staff Management
- Microsoft Office
- Business administration
Timeline
Customer Support Specialist
Alberta Blue Cross
05.2023 - Current
Senior Financial Services Representative
Easy Financial Services
01.2017 - Current
Branch Manager
National Money Mart
04.2012 - 12.2016
Administrative Assistant
Tru-Green
01.2010 - 03.2012
Diploma - Business Administration-Marketing
NAIT
Diploma - Medical Laboratory Assistant
NAIT
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