Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lydia Allan

Athabasca,AB

Summary

Senior Income Analyst with over a decade of experience in the financial industry, excelling in strategic planning, team leadership, and critical thinking. Demonstrates a visionary approach to policy implementation and risk assessment, consistently achieving high customer satisfaction and low turnaround times. Passionate about driving efficiency and innovation to enhance team performance and achieve measurable improvements.

Overview

13
13
years of professional experience

Work History

Senior Income Analyst

IA Auto Finance
WFH
10.2018 - Current
  • Oversee national customer interactions, ensuring timely responses and team efficiency, resulting in measurable improvements.
  • Lead team to maintain low turnaround times, effectively managing various queues, enhancing overall productivity.
  • Excel in fast-paced settings, consistently meeting tight deadlines, demonstrating strong organizational skills.
  • Analyze problems, evaluate solutions, and make decisions using critical thinking, driving effective issue resolution.
  • Train new team members, manage escalations, and maintain low turnaround times, contributing to team development and performance.

Collections Specialist

iA Auto Finance
Brossard, QC
12.2017 - 10.2018
  • Negotiate payment plans, reducing delinquency rates by 20%, demonstrating strong communication skills.
  • Manage overdue accounts, increasing collections by 15% through strategic planning and execution.
  • Collaborate with team to develop collection strategies, enhancing department performance and satisfaction.
  • Help customers manage debts, consistently meeting monthly targets and fostering positive client relationships.
  • Use skip tracing techniques and collaborate with repo to retrieve vehicles effectively.

Credit Card Specialist

RBC Royal Bank
Montreal, QC
08.2015 - 12.2017
  • Addressed customer needs via phone, offering tailored credit card products and financial guidance.
  • Resolved inquiries and complaints promptly, enhancing customer satisfaction and retention.
  • Recorded customer interactions to ensure consistent service quality and track issue resolutions.
  • Evaluated account information to identify issues and solutions, improving overall customer experience.
  • Assessed creditworthiness and financial data to determine appropriate credit limits responsibly.

Senior Claims Agent / Adjudicator

Industrial Alliance
Brossard, QC
07.2011 - 08.2015
  • Opened and adjudicated new claim files, ensuring accurate and timely processing.
  • Managed administrative tasks, including directory maintenance and equipment inventory.
  • Trained new and existing employees on logistic software, enhancing team efficiency.
  • Verified policyholder details and requested additional information to support claims.
  • Investigated property damages and estimated repair costs, ensuring fair settlements.
  • Led a team to streamline claims processing, reducing average handling time and improving client satisfaction.

Education

Aboriginal Studies -

Northern Lakes College
Athabasca, AB
09-2022

Master of International Business -

Dawson College
Montreal, QC
07-2016

High School Diploma -

St-Johns High School
Saint-Jean-sur-Richelieu, QC

Skills

  • Stress management
  • Planning
  • Analysis
  • Policy
  • Procedure Management
  • Credit Risk Analysis
  • Risk Assessment
  • Regulatory Compliance
  • Team Leadership
  • Strategic Planning
  • Negotiation
  • Team Collaboration and Leadership

Languages

English
Native/ Bilingual
French
Native/ Bilingual

Timeline

Senior Income Analyst

IA Auto Finance
10.2018 - Current

Collections Specialist

iA Auto Finance
12.2017 - 10.2018

Credit Card Specialist

RBC Royal Bank
08.2015 - 12.2017

Senior Claims Agent / Adjudicator

Industrial Alliance
07.2011 - 08.2015

Aboriginal Studies -

Northern Lakes College

Master of International Business -

Dawson College

High School Diploma -

St-Johns High School

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Lydia Allan