Nima Abdelkerim

• Manage and coordinate client accounts, ensuring all transactions are processed accurately and timely.
• Serve as a primary point of contact for clients, addressing inquiries and resolving issues promptly.
• Liaise between clients and various departments within the brokerage firm to facilitate smooth operations.
• Maintain accurate client records and ensure compliance with industry regulations.
• Assist in preparing and presenting reports to senior management on account activities and client feedback.

Responsible for level 2/3 support and after-hours support, for our clients, in the Banking sector.

Handling daily clients query management.

• Coordinated meetings, calls, and demos for account management team.
• Asked appropriate open-ended questions to discover customers' needs and requirements.
• Resolved problems, improved operations and provided exceptional service.
• Developed strong communication and organizational skills through working on group projects.

Interacting directly with clients to understand the inquiry and provide the best outcomes

Handle large volumes of inbound client communications received from all our Mortgage Servicing queues (Retention, Client Services, Client Accounts)

First point of contact for our clients and identify if the inquiry can be handled immediately or referred to a Specialist

Delivering amazing customer service through relationship building, active listening, and timely delivery

Identify referral opportunities for the Haventree retention team

Provide mortgage details and updates to the borrower on request

Strive to enhance the overall client experience by onboarding clients to the Client Portal for self-service options

Actively participate in customer experience improvement activities

Collaborate with other departmental teams to review early delinquencies or ensure payments are correctly processed

Able to recognize, escalate and make recommendations for more complex issues to Management.

Manage inbound and outbound calls in a timely manner.

Follow communication “scripts” when handling the various topics.

Identify client's needs, clarify information, research issue and provide solutions and/or alternatives.

Validate debt amounts using multiple application software, company records, and internet resources.

Conduct custom collections campaigns on clients that consist of emails, phone calls, and standard mail correspondence.

Arrange for debt repayment or establish repayment schedules, based on client's financial situations. Creation of payment amortization schedules.

Process payments or direct clients to an H&R Block offices.

Audit debt files for preparation to be sent to collection agencies.

Other duties as assigned.

fluent in French and English.

Excellent communication, analytical, organizational, and math skills.

• Delivered personalized financial advice and solutions to clients, aligning services with individual banking needs and long-term goals.
• Utilized innovative digital tools and platforms to enhance customer experience and streamline banking operations.
• Served as the first point of contact for walk-in clients, providing professional and efficient service across a wide range of banking inquiries.
• Conducted detailed financial assessments using fact-finding tools to evaluate creditworthiness for loans and mortgage applications.
• Offered authoritative guidance on banking products, including savings, investments, and credit services.
• Built and maintained strong client relationships through active listening, empathy, and tailored financial recommendations.

• Delivered exceptional customer service by actively listening to callers and accurately identifying the nature of their inquiries to provide clear, professional, and effective solutions.
• Resolved customer concerns on the first point of contact across multiple channels, including phone, email, live chat, and social media platforms.
• Demonstrated in-depth knowledge of ENMAX's energy services, billing processes, and account management tools to guide customers through their options and resolve issues efficiently.
• Collaborated with customers to understand their energy needs and provided tailored support to ensure satisfaction and retention.
• Maintained a high level of professionalism and empathy in all interactions, contributing to a positive customer experience and brand reputation.
• Maintained up-to-date knowledge of product and service changes.