Luljeta Veliaj
Results-driven Business Banking and Lending Operations Professional with 10+ years of experience supporting clients across financial services, commercial lending, account management, and customer relationship management. Experienced in supporting business clients, managing lending documentation, assisting with credit processes, ensuring compliance requirements, and delivering financial solutions. Former Business Banking Customer Service Representative at CIBC Canada with hands-on experience supporting small business clients, account servicing, onboarding, credit-related documentation, and banking operations. Previous experience in micro-lending operations managing business loans up to $200,000, including client assessment, documentation review, and relationship management. Strong knowledge of banking products, KYC/AML requirements, CRM systems and client engagement. Seeking to contribute expertise in Commercial Banking, Credit Solutions, Lending Operations, and Relationship Management at Scotiabank.
Work History
Customer Service Representative – Business Banking
2 Years 7 Months- Supported business banking clients by providing account servicing, financial solutions, and operational support within a fast-paced banking environment.
- Managed relationships with business banking clients, identified financial needs, and provided tailored banking solutions to enhance client satisfaction.
- Supported business account opening, maintenance, transaction inquiries, documentation requirements, and account administration.
- Assisted clients with lending processes by collecting documentation, coordinating information, and ensuring accuracy for timely processing.
- Reviewed client information and documentation while following internal policies, regulatory requirements, and compliance procedures.
- Partnered with Relationship Managers, Financial Advisors, and internal banking teams to resolve client needs and support business growth opportunities.
- Maintained accurate CRM records and client information to support relationship management activities.
- Identified opportunities to deepen client relationships through targeted recommendations for additional banking products and services.
- Delivered high-quality client service while managing multiple priorities in a regulated financial environment.
- Key Responsibilities & Achievements:
Customer Service & Sales Representative
7 Months• Delivered excellent customer service in a fast-paced retail environment.
• Assisted customers with inquiries, issue resolution, and product support while maintaining a positive experience.
• Supported daily operations while maintaining company standards and procedures.
Project Manager
3 Years 10 Months• Coordinated operational activities and ensured service delivery standards were achieved.
• Supported implementation of government services through a centralized platform.
• Maintained strong working relationships with clients, stakeholders, and internal teams.
Micro-Business Loan Manager
3 Years 8 Months• anaged customer accounts and assessed loan applications while ensuring regulatory compliance.
• Built and maintained strong long-term customer relationships.
• Resolved client concerns efficiently while maintaining confidentiality and professionalism.
Micro Account Manager | Pro Credit Bank | Albania
2 Years 6 Months• Opened and managed client accounts while maintaining accurate documentation.
• Provided customer support and resolved account-related issues professionally.
• Worked in dynamic, high-pressure environments requiring strong communication and multitasking abilities.
Education
Associate of Science - Finance
Master of Science in Finance
- Study Abroad: Finance - Ismail Qemali University, Valona, ALBANIA
Skills
Accomplishments
Results-driven client service and account management professional with extensive experience in banking, customer service, sales, and relationship management. Skilled in managing customer accounts, coordinating client communications, supporting business development activities, and maintaining strong professional relationships. Recognized for exceptional problem-solving abilities, attention to detail, and the ability to perform effectively in fast-paced, high-pressure environments. Experienced in compliance, CRM systems, proposal coordination, and cross-functional collaboration with internal teams. Strong background in financial services, client onboarding, and account administration with a commitment to professionalism, customer satisfaction, and operational excellence.
Languages
Certification
- Canadian Securities Course (CSC) – In Progress / Planned
- Investment Funds in Canada (IFIC/CIFC) – Planned
- Commercial Lending & Credit Analysis Training – Planned
- Microsoft Office & Excel Training