Susan Mochoruk
Regina,SK
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
39
39
years of professional experience
Work History
Business Controls Specialist
The Bank of Nova Scotia
10.2017 - Current
- Responsible for next day auditing of branches work to create positive customer experience and to migrate risk for Bank by conducting risk assessments to identify potential areas of non-compliance or fraud
- Review and investigate transactions and report risks to branch in timely matter
- Ensure that all procedures and policies are adhered to in accordance with governing regulations
- Partnered with teams to guide quality and process improvements
- Supported initiatives that focused on meeting and growing business needs
- Share ideas, tips, and best practice with team members, participated in team huddles, skill builds
- Fast paced repetitive daily audit with KPI requirements meet daily, processed through our BCAT entry system.
Manager Customer Service
The Bank of Nova Scotia
02.2008 - 10.2017
- Manage Day to Day operations of branch
- Supervise staff
- Leading role in opening a new branch, collaborating across multiple departments to ensure the set up was in accordance with all policies and regulations
- Order and set up all supplies for new branch operation, hire and train new staff
- Lead Service team in the delivery of Superior Customer Experiences, and engagement in strong business results
- Analysis reporting of results for the team’s performance including identifying coaching opportunities
- Attain high customer satisfaction and loyalty
- Mentor and develop teams’ skills
- Daily audit of previous days branch work ensuring that all divisions/departments work is in accordance to appliable regulations ensuring files are correctly completed and defected under bank policy, to ensure an Excellent Customer Service while adhering to all regulation requirements
- Keeping updated with policies and procedures
- Identify, action, remediate and validate issues impacting customer concerns.
Customer Support Representative
The Bank of Nova Scotia
05.2004 - 02.2008
- Answering telephones, booking appointments, directing calls, and resolving customer inquiries
- Accurately processing daily transactions originated by customers and staff
- Assisting with implementing changes to operating procedures and systems to increase efficiency and meet Bank regulations
- Accurately process all sales department requests for setting up new mortgages, loans, credit cards, investments.
Customer Service Representative
The Bank of Nova Scotia
03.1985 - 05.2003
- Greet and escort Customers to their Personal Banking Officer appointments
- Identify opportunities to expand our customer base and provide appropriate financial solutions
- Handle customer transactions and provide excellent customer service
- Balancing Teller, process branch cash ordering while maintaining branch cash holding limits
- Processing Abm machines and Night Deposit.
Education
Skills
- Business process improvement
- Negotiation
- Workflow Analysis
- Financial Advising
- Product Development
- Auditing Techniques
- Compliance Management
- Data Analytics
- Internal Controls
- Process Mapping
- Operations Management
- Staff Management
- Strategic Planning
- Quality Assurance
- Microsoft Office Suite
Websites
Professional Highlights
Over 30 years experience in the financial banking industry. Analytical, organized and detail oriented. Collaborative, team player with ownership mentality and track record of delivering high quality results. Daily KPI requirements met. Excellent in communication, approachability, and empathy skills. The ability to customise the service to suite each client, accessibility, and availability. Able to identify opportunities to expand our customer base and provide appropriate financial solutions. Enjoy training and teaching co workers to enhance and expand their careers. Eagar to accept a new challenge. Approached by district office to take on numerous new roles, such as Management Role, in current branch, set up new branch, transferred to Main Branch with a larger staff and greater audit responsibilities. Received multiple awards for branch Best of the Best recognize program for outstanding performance.
Languages
English
Full Professional
Timeline
Business Controls Specialist
The Bank of Nova Scotia
10.2017 - Current
Manager Customer Service
The Bank of Nova Scotia
02.2008 - 10.2017
Customer Support Representative
The Bank of Nova Scotia
05.2004 - 02.2008
Customer Service Representative
The Bank of Nova Scotia
03.1985 - 05.2003
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