PAMELA NELSON
Chilliwack,BC
Summary
Experienced in Branch and Call Centre Banking with over fourteen years of experience in the Banking Industry.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Personal Banker
Bank Of Montreal
Chilliwack, BC
03.2018 - 12.2020
- Performed and fulfilled a variety of banking solutions, as well as provide guidance for clients
- Processed mortgages, loans, opening personal and business bank accounts, and investments
- Identified the needs of the client, and fulfilled the need with the most appropriate product
- Managed any potential risk, both to the bank and to the client
- Detected, assisted, interviewed clients, handled, and referred fraudulent transactions and situations to appropriate channels as needed.
- Fill in for Branch Manager during vacation or other absences as required
Assistant Branch Manager
Bank Of Montreal
Chilliwack, BC
12.2016 - 03.2018
- Guide and coach employees to deliver excellent service to clients, while also increasing sales performance by ensuring product knowledge to provide beneficial recommendations to clients
- Assist with the daily operation of the branch, employee scheduling, training of new employees, manage potential fraud risk and report to appropriate channels when necessary
- Handling any client dissatisfaction from service escalations or client complaint, to find a solution, while also managing expectations, to deliver excellent customer service
- Client satisfaction and loyalty was measured by the increase in our positive client satisfaction surveys, as well as an increase in sales on the front line by the Customer Service Representatives
- Maintain regulatory and audit compliance, ensuring forms are complete and accurate, and in the correct timeframe
- Fill in for Branch Manager during vacation or other absences.
- Detected, assisted, interviewed clients, handled, and referred fraudulent transactions and situations to appropriate channels as needed. This included in-branch transactions, identifying online banking fraud, reviewing new accounts opened digitally and flagged for potential fraud, and the handling accounts where fraudulent e-transfers were sent or received, and responding as necessary.
Customer Service Representative
Bank Of Montreal
Prince George And Chilliwack, BC
03.2013 - 12.2016
- Perform daily client transactions, while looking for opportunities that would benefit the client, and making referrals to appropriate channels
- Counting and balancing cash, preparing cash orders, processing ATM deposits
- Assisted in preventing clients from losing money due to fraud, by asking additional questions when a transaction was not typical or did not seem right.
Customer Service Representative
Bank Of Montreal
Quesnel, BC
05.2011 - 05.2012
Customer Service Representative
Bank Of Montreal
Quesnel , BC
02.2007 - 04.2010
Personal Lending Specialist
Bank of Montreal
11.2022 - Current
- Evaluated client financial profiles to determine lending eligibility and risk factors.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Assisted in processing loan applications, ensuring accuracy and compliance with regulations.
- Collaborated with cross-functional teams to streamline loan approval processes and enhance efficiency.
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Exceeded monthly lending targets consistently, demonstrating strong sales acumen and commitment to organizational objectives.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
Education
Adult Probation Officer course - undefined
JIBC
Quesnel, BCCriminology
TRU
Quesnel, BCCriminology
CNC
Quesnel, BCCriminology
UNBC
Quesnel, BCSkills
- Regulatory Compliance
- Financial Product Knowledge
- Verbal and Written Communication
- Customer Service
- Issue Resolution
- Loss Mitigation
- Banking Policies and Procedures
- Attention to Detail
- Interpersonal Skills
- Coaching Clients
- Anti Money Laundering (AML)
- Banking
- Loans, mortgages,and credit cards
- Fraud detection
Certification
Investment Funds in Canada- Registered Investment Sales Representative (RISR)
Timeline
Personal Lending Specialist
Bank of Montreal
11.2022 - Current
Personal Banker
Bank Of Montreal
03.2018 - 12.2020
Assistant Branch Manager
Bank Of Montreal
12.2016 - 03.2018
Customer Service Representative
Bank Of Montreal
03.2013 - 12.2016
Customer Service Representative
Bank Of Montreal
05.2011 - 05.2012
Customer Service Representative
Bank Of Montreal
02.2007 - 04.2010
Adult Probation Officer course - undefined
JIBC
Criminology
TRU
Criminology
CNC
Criminology
UNBC