Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Lisa Michailidis

Ajax

Summary

Fraud Officer at RBC with a proven track record in enhancing client satisfaction and minimizing risks. Demonstrated ability to resolve complex issues while maintaining operational excellence. Actively participates in team training initiatives, delivering high-quality service and fostering strong team relationships. Committed to taking ownership of projects and ensuring follow-through on all obligations.

Overview

24
24
years of professional experience

Work History

Fraud Officer, SSFM

RBC
Toronto
11.2023 - Current
  • Posted reimbursements to client accounts, ensuring accuracy in financial records.
  • Processed recipient claims and completed OREs efficiently.
  • Contributing to each work stream is completed within SLA
  • Handled incoming ICC requests and responses with precision.
  • Investigated chargebacks to determine legitimacy, escalating issues to CIS or relevant institutions when necessary.
  • Participated in Asset and Recovery rotation, managing drafts from other financial institutions.
  • Updated Excel sheets and posted transactions to client or G/L accounts.
  • Provided training to team members to enhance operational capabilities.
  • Ensured quality and accuracy in daily activities to maximize client experience and minimize operational risk.

Client Advisor

RBC
Ajax
01.2006 - 11.2023
  • Deepened client relationships by addressing immediate needs and concerns at first contact.
  • Provided tailored advice and solutions to enhance client satisfaction and engagement.
  • Leveraged ONE RBC partnerships to fulfill comprehensive financial needs, including digital services.
  • Educated clients proactively, ensuring a balanced focus on improving overall experience.
  • Demonstrated operational excellence by minimizing risks and enhancing service efficiency.
  • Utilized available tools to maximize sales outcomes and identify opportunities in client interactions.
  • Assessed clients' eligibility for financial services, facilitating successful closings and referrals.
  • Cultivated strong client relationships through strategic sharing of account information and capabilities.

Proactive Credit

RBC
Mississauga
07.2001 - 01.2006
  • Executed proactive client management for a minimum of 100 contacts weekly.
  • Facilitated transitions for clients with maturing financial products into new solutions.
  • Employed critical analysis to resolve issues and determine best courses of action.
  • Maintained high-quality customer service, adeptly resolving complex situations.
  • Exceeded expectations through disciplined task prioritization and strong dedication.
  • Enhanced operations by consistently demonstrating hard work and commitment to excellence.
  • Delivered certified guidance in accordance with DLA requirements.

Skills

  • Communication and interpersonal skills
  • Customer service and support
  • Detail-oriented and process-driven
  • Creative problem solving
  • Strong work ethic
  • Leadership abilities
  • Quick response to urgent tasks
  • Proficient in MS Office

Accomplishments

  • Quarterly winner Q4 2019
  • Quarterly winner Q2 2021

Timeline

Fraud Officer, SSFM

RBC
11.2023 - Current

Client Advisor

RBC
01.2006 - 11.2023

Proactive Credit

RBC
07.2001 - 01.2006

Similar Profiles

CREATE PROFILE
Lisa Michailidis