Banking Advisor
Open To Work
Mary-Lena Marson
Sallie Mae
TORONTO,ON
1
Year of experience
Customer service professional with loan servicing, payment processing, and KYC compliance experience. Skilled in CRM utilization, conflict resolution, and accurate account documentation.
Work History
Customer Service Representative
7 Months- Advised customers on accounts, deposits, loans, and daily banking needs.
- Educated customers on digital banking platforms, encouraging adoption of alternative banking services for convenience and efficiency benefits such as online, telephone, atm and interactive voice response systems.
- Provided ongoing financial advice and adjustments in response to life changes, market fluctuations, and economic trends.
- Processed transactions accurately while following compliance and security procedures.
- Identified customer needs and matched services to appropriate financial solutions.
- Resolved routine account issues and escalated complex concerns when needed.
- Maintained confidential records and updated account information with accuracy
- Supported branch operations by balancing service quality with efficiency.
- Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
- Developed strong rapport with clientele through active listening skills and empathetic understanding of their financial concerns.
- Assisted in the management of risk by adhering to compliance policies and procedures when interacting with clients ie: updating profiles; actioning dormant accounts; updating employment when actioning offers and opportunities
- Improved branch sales performance by cross-selling various banking products and services.
- Participated in community events to promote bank''s brand presence while fostering local connections.
- Managed time effectively to handle multiple tasks concurrently while maintaining attention to detail under pressure situations.
- Facilitated in loan and mortgage servicing and resolved customer issues via tools such as casper and liaisoning/collaborating with various departments
- Facilitated smooth account opening processes for new clients, ensuring accurate documentation and efficient service delivery. Placing restraints in virtual settings in some cases (after hours; insufficient documentation)
Human resource Consultant
6 Months- Supported employee relations cases by gathering documentation and escalating sensitive concerns.
- Coordinated onboarding activities, including paperwork, system access, and new hire orientations.
- Maintained accurate employee records and updated HRIS data for confidentiality and compliance.
- Assisted with recruitment tasks by screening resumes and scheduling candidate interviews.
Education
Diploma - Accounting
Skills
Customer service
Loan servicing support
Banking product knowledge
Payment processing
Payment dispute resolution
KYC compliance
AML compliance
Fatca regulations
Data entry
CRM utilization
Microsoft Office
Microsoft Excel
Microsoft Outlook
Communication tools proficiency
IVR system management
Remote account management
Remote account verification
Client needs assessment
Upselling techniques
Problem resolution
Conflict resolution
Customer complaint resolution
Follow-up skills
Diverse customer engagement
Relationship building
Call center experience
Operational assistance
Documentation management
Order fulfillment
Scheduling
Critical thinking
Computer proficiency
Remote work setting
Active listening
Professional telephone etiquette
Operational assistance
Microsoft Office
CRM utilization
Timeline
Customer Service Representative
Sallie Mae
03.2026 - 10.2026Read More
Human resource Consultant
Wipro
08.2025 - 02.2026Read More
Humber College
Diploma from Accounting
Read More