MOHAMMAD HASNAIN
Summary
Award-winning banking professional with 8+ years in financial advice, client management, and customized solutions. Expertise in financial assessments, risk analysis, retirement planning, and tax optimization. Proven in managing escalations, mentoring teams, and achieving high client satisfaction. Received the prestigious 2024 Leadership Award for exceptional performance.
Overview
8
8
years of professional experience
Work History
Senior Banking Advisor/Subject Matter Expert
RBC BANK
05.2021 - Current
- Provided expert financial advice to over 200 high-net-worth individuals, small businesses, and corporate clients, providing customized banking solutions based on comprehensive financial analysis
- Achieved 95% client satisfaction rate and contributed to a 15% increase in client portfolio value
- Mentored and coached team members, helping them achieve their weekly targets while maintaining 100% NPS
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences
- Managed and resolved escalations with a 90% satisfaction rate by clear and concise communication
Business Banking Advisor
Royal Bank of Canada
06.2020 - 04.2021
- Expertise in portfolio management, financial analysis, and client relationship-building, to providing personalized financial advice and generating positive outcomes for small businesses
- Built and maintained strong client relationships, resulting in increased referrals and new business opportunities, while maintaining a 100% Net Promoter Score (NPS)
- Organized documents and reviewed credit applications before sending referrals to underwriters, optimizing their time to focus on fulfilling credit applications
- Shared customer feedback with managers, analyzed and identified key areas for improvement, leading to new customer service policies and procedures that reduced complaints by 25%
Credit Card Customer Service Representative
CIBC
08.2016 - 05.2018
- Supported cardholders with account inquiries, billing issues, payment arrangements, financial planning and service promotions
- Consistently surpassed established banking quality, compliance, and customer service standards
- Collaborated with clients to resolve credit card disputes through written and verbal communication
- Cross-trained on debit fraud claims to efficiently manage overflow
Education
Bachelor of Arts - Social Science
Brock University
12.2014
Skills
- Corporate Finance
- Call Center Operations
- Effective Communication
- Data Analytics and Reporting
- Customer Service De-Escalation Techniques
- Compliance and KYC
- Team Leadership
- Portfolio analysis
- Microsoft Office Suite
- Banking Software Proficiency
Timeline
Senior Banking Advisor/Subject Matter Expert
RBC BANK
05.2021 - Current
Business Banking Advisor
Royal Bank of Canada
06.2020 - 04.2021
Credit Card Customer Service Representative
CIBC
08.2016 - 05.2018
Bachelor of Arts - Social Science
Brock University
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