Lorinda Buckel
Airdrie,Canada
Summary
Dynamic professional with extensive experience at ATB Financial, excelling in client support and operational processes. Proficient in all programs and compliance, I leverage strong organizational skills to enhance client experiences and drive team success. Recognized for building deep relationships, and delivering solutions with exceptional accuracy.
Overview
15
15
years of professional experience
Work History
Business Client Support
ATB Financial
10.2022 - Current
- A primary point of contact for business clients, I excel at addressing inquiries and concerns, consistently striving to create a unique client experience.
- I ensure clients have all the necessary information to meet their financial needs, completing tasks efficiently and escalating issues to the appropriate team members when needed.
- Extensive experience providing daily support to Relationship Managers. This includes completing various requests and activities such as account openings, account maintenance, and profile compliance.
- I am diligent in ensuring all required documents are obtained to meet regulatory requirements and that all business partners are compliant.
- Additionally, I am proficient in maintaining, updating, and assisting with loan renewals and changes.
Personal Banking Specialist
ATB Financial
04.2022 - 10.2022
- Run the Kingsview branch Monitor and ensure branch limits and staff are all compliant and up to date.
- Coach, mentor and support all team members to ensure not only our branch but our Market and ATB meets our goals and all team members are successful.
- Be a trusted advisor for our clients and build deep relationships by providing customized solutions.
- Proactively engage clients and leverage ATB's digital tools to provide exceptional client experiences.
- When required connect clients to different experts to meet all their financial needs.
- Bring my authentic self to work everyday so I can be a benefit to my team members and customers.
- Have full, obsessed and meaningful conversations with every client interaction to make sure I am successful in helping every client achieve their individual financial goals.
- Ask the right questions to help clients understand what they need.
- Know when and how to use all ATB partners to help our clients when required.
- Continue learning to make sure I am up to date with all ATB products and services.
Business Advisor
ATB Financial
12.2020 - 04.2022
- Be a trusted advisor for our clients and build deep relationships by providing customized solutions.
- Proactively engage clients and leverage ATB's digital tools to provide exceptional client experiences.
- When required connect clients to different experts to meet all their financial needs.
- Have full, obsessed and meaningful conversations with every client interaction to make sure I am successful in helping every client achieve their individual financial goals.
- Ask the right questions to help clients understand what they need.
- Know when and how to use all ATB partners to help our clients when required.
- Open new business accounts, Investments, SOHO Mastercards, and small business lending.
Personal Relationship Manager
ATB Financial
09.2019 - 12.2020
- Make sure the customer story is the foremost priority with every client Interaction.
- Be an All In customer obsessed team member and ensure I have full conversations with all my customers so they have the knowledge of all ATB products and services to help them achieve their financial goals and make sure all their banking needs are being met.
- Coach, mentor and support all team members to help them achieve their goals and are successful so our branch is able to meet our goals.
- Support the Branch Manager with our team to help keep everyone up to date on all the new products, services, and technology.
Personal Banking Specialist
ATB Financial
10.2018 - 09.2019
- Create Happiness by making connecting with customers my priority and inform them of ATB products and services that will help them achieve their goals.
- Be compliant and practice the 6 RFS standards with every single customer.
- Support all my team members to ensure our branch meets our goals and everyone is successful.
- Support the Branch Manager with the service team and cover the counter when able.
- Support the Branch Manager with the sales team to help keep everyone up to date on all the new products, services, and technology.
- Be an All In customer obsessed team member and insure I have full conversations with all my customers so they have the knowledge to make sure all their banking needs are being met.
Personal Banking Specialist
ATB Financial
07.2018 - 10.2018
- Create Happiness by making connecting with customers my priority and inform them of ATB products and services that will help them achieve their goals.
- Be compliant and practice the 6 RFS standards for every single customer.
- Support the Assistant Branch Manager with the service team and cover the counter when able.
- Support the Branch Manager with the sales team to help keep everyone up to date on all the new products, services, and technology.
Customer Service Manager
ATB Financial
05.2017 - 07.2018
- Coach all service team members on a daily basis to be customer obsessed and being up to date on product information, training, calls, scripting, updating customer profiles, collecting CASL, correction and prevention of errors and reaching out to customers.
- Coach and support all team members to complete daily tasks.
- Promoting the ATB Story and living the ATB's.
- Weekly coaching with each service team member.
- Coach and assist in getting the service team making calls to reach out to our customers that do not visit the branch.
- Communicate and Educate our customers on all new and existing products and services.
- Set up and continue to assist in Buddy Huddles between service and sales staff.
- Continue to complete Leader and PB courses for myself and assist all team members to ensure they have all the tools required to complete their chosen courses.
- Monitor and ensure branch limits, reports, and staff are all compliant and up to date.
- Complete quarterly cash counts including our Agency, review work planners and all quarterly, semi annual, and annual branch compliance reports.
- Actively participate in all Leader and PB meetings.
- Plan and facilitate service team meetings.
- Planned and facilitated quarterly CSM/ABM meeting.
- Support the branch manager and assist in implementing all changes for the branch and staff.
Senior Customer Service Representative
ATB Financial
11.2011 - 05.2017
- Assist all service team members to give excellent customer service at all times including updated product information, training, calls, scripting, correction and prevention of errors.
- Head service team weekly meetings when ABM is absent.
- Responsible for all in branch deceased customer and estates.
- Liaison between branch and mid office.
- All operational processes so ABM is free to do Coaching.
- Monitor and ensure branch limits are kept as low as possible and within branch limits.
- Completed CSM Training program.
- In the process of completing the retail credit course.
Customer Service Representative
ATB Financial
01.2011 - 11.2011
- Provide all customers with excellent service and ensure they have all their banking needs met.
Education
Skills
G-Suite and Salesforce proficiency
SAP and CRM expertise
Self-management skills
Organizational abilities
Attention to detail
Problem-solving aptitude
Compliance and account maintenance
Accomplishments
- FY25 received a Q1 and Q2 EDH quarterly award.
Timeline
Business Client Support
ATB Financial
10.2022 - Current
Personal Banking Specialist
ATB Financial
04.2022 - 10.2022
Business Advisor
ATB Financial
12.2020 - 04.2022
Personal Relationship Manager
ATB Financial
09.2019 - 12.2020
Personal Banking Specialist
ATB Financial
10.2018 - 09.2019
Personal Banking Specialist
ATB Financial
07.2018 - 10.2018
Customer Service Manager
ATB Financial
05.2017 - 07.2018
Senior Customer Service Representative
ATB Financial
11.2011 - 05.2017
Customer Service Representative
ATB Financial
01.2011 - 11.2011
Similar Profiles
Sarah WolanskySarah Wolansky
Senior Manager - Program Delivery at ATB FinancialSenior Manager - Program Delivery at ATB Financial
Jihan SajedJihan Sajed
Everyday Banking Advisor at ATB FinancialEveryday Banking Advisor at ATB Financial
Melissa LangloisMelissa Langlois
Everyday Banking Specialist 2 at ATB FinancialEveryday Banking Specialist 2 at ATB Financial
Tabias ElliottTabias Elliott
Instrumentation Technician at CDN ControlsInstrumentation Technician at CDN Controls
Jacquie OdiorneJacquie Odiorne
Digital Referrals & Orders Knowledge Manager at Provincial Health Services AuthorityDigital Referrals & Orders Knowledge Manager at Provincial Health Services Authority