Michelle Stefani
Summary
Highly motivated, result focused and detail oriented individual, with over 19 years experience at Scotiabank. Seeking to obtain a position that supports the growth of the company and the opportunity to utilize my compliance and communication skills in a challenging and fulfilling work environment.
Overview
12
12
years of professional experience
Work History
Customer Experience Lead
Scotiabank
08.2024 - Current
- Reported immediately any unusual occurrences or fraudulent activity and escalated issues/deficiencies /trends to Branch Manager.
- Adherence to cash, custody and security procurers and policies at all times.
- Championed growth in customer adoption of digital banking activities and self services channels. Privacy/Anti-Money Laundering officer.
- Provided active coaching to six direct reports.
Business Control Specialist
Scotiabank
02.2019 - 08.2024
- Responsible for completing a next day review on Account Monitoring, Retail Lending, GL's, Investment Platform Account Activity Report (IPAAR) and Small Business cases via the Business Controls Automated Tool (BCAT).
- Provides daily regulatory oversight and reporting to Branch Managements Teams ensuring adherence to the effectiveness of Operational Risk, Know Your Customer, Regulatory Compliance Risk, Anti Money Launder/Anti-Terrorist funding risk and Conduct risk for Day to Day, Investments, Retail Lending Compliance and Small Business and documenting any deficiencies for escalation to Branch Management and Manager, Business Controls.
- Ensuring strict adherence to the Bank's security procedures, including assigned authorities and lending limits for sales staff.
- Follow-up of previous defected cases to insure 100% defect resolution.
- Adhering to KPI measurements per Global Operations identified fiscal goal.
Customer Experience Lead
Scotiabank
08.2017 - 03.2019
- Reported immediately any unusual occurrences or fraudulent activity and escalated issues/deficiencies /trends to Branch Manager.
- Adherence to cash, custody and security procurers and policies at all times.
- Championed growth in customer adoption of digital banking activities and self services channels.
- Privacy/Anti-Money Laundering officer.
- Provided active coaching to six direct reports.
Customer Service Supervisor
Scotiabank
02.2013 - 08.2017
- Provided active coaching to six direct reports.
- Demonstrated and coached to the Service Basics during and after customer interactions and providing transaction authorizations and review as required.
- Completed customer inquiries in timely manner.
- Completed opening and closing duties.
Education
High School Diploma - undefined
Father Bressani Catholic Highschool
Woodbridge, Ontario2003
Skills
- Communication Skills
- Computer Skills
- Critical Thinking
- Curiosity
- Customer Focus
- Flexible and Adaptable
- Independent Review
- Leadership Skills
- Organized
- Problem Solving Skills
- Results Focused
- Team Player
Timeline
Customer Experience Lead
Scotiabank
08.2024 - Current
Business Control Specialist
Scotiabank
02.2019 - 08.2024
Customer Experience Lead
Scotiabank
08.2017 - 03.2019
Customer Service Supervisor
Scotiabank
02.2013 - 08.2017
High School Diploma - undefined
Father Bressani Catholic Highschool
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