MOHY SHAABAN

• Act as primary point of contact for 50–70 small business clients weekly, providing prompt payroll and technical support through phone, email, and CRM.
• Troubleshoot system and payroll issues by navigating Payworks’ platform, guiding users step-by-step, and ensuring accurate, timely payroll runs.
• Research and resolve CRA discrepancies by coordinating with internal teams, applying legislation, and maintaining clear documentation for audit trails.
• Collaborate with Product Support, Payments, and Funding teams to resolve complex payroll and system-related challenges.
• Draft and maintain internal and client-facing instructions, contributing to a shared knowledge base and improving support efficiency.
• Mentor new team members on payroll processes and troubleshooting practices to ensure a consistent client experience

• Delivered tailored financial solutions by assisting clients with account openings, transactions, and banking product education.
• Supported clients with credit solutions, including credit card applications, line of credit inquiries, and loan guidance, ensuring financial needs were fully met.
• Provided holistic client support across banking products, resolving issues promptly and building long-term client relationships.
• Selected to train and mentor new employees, sharing best practices in client service and product knowledge.