Patricia Franklin

• Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
• Improved decision-making processes by providing insightful recommendations based on thorough risk analysis.
• Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
• Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio.

• Lead and contribute to the ongoing improvement of the customer/partner/employee experience through timely completion of credit limit escalations
• Maintain good relationships with department staff responding to questions and concerns
• Ensure credit limit escalations are handled appropriately and participate in the adjudication resolution
• Follow and ensure Credit Analysts are knowledgeable of and comply with Bank industry codes

• Leader in the area of customer service and problem resolution
• Negotiation skills
• Sophisticated product knowledge
• Investigate and resolve complex issues from retail products, call centre related issues and credit card products
• Strong relationship management skills to promote positive internal partnerships with Call Centre Management, Regional Cares Officers, Branch Management and Phone Channel VP's

Customer Account Specialist: Advanced Accounts

• Knowledge of TD Bank's lending policies to apply, adapt and modify practices, guidelines and legislation
• Successful at negotiating payment arrangements on all credit products at various stages of delinquency
• Knowledge of collection remedies, legal requirements and options available to minimize risk and costs

Customer Account Specialist: Low/Medium Accounts March 2009-May 2010

• Successful at demonstrating efficiency by reducing after call work impacting the customer experience
• Adhere to work plans and procedures
• Successfully maintaining an 80% pass rate on Quality Assurance file reviews
• Always meet & exceed authentication rate to comply with privacy regulations
• Provide sound advice and information during every customer interaction

• Assessed credit risk and analyzed financial statements.
• Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
• Analyzed credit scores to determine borrowers' creditworthiness.
• Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.

• Responsible for providing the highest level of phone professionalism at all times/taking ownership of each call
• Responsible for decisions on all credit requests within my credit limit authority while referring those in excess to a Team Manager
• Being able to meet and often times exceed my department goals
• Always being up to date with products/services through review of reference material, procedures and internal communication

I was part of a team dedicated to providing stability and serviceability to Core Business/systems by providing first line support to areas such as branches, divisions and head office departments.

I worked with business partners and the Technical Support Services team to analyze potential system and process improvements of a small to medium scale, participate in the development process including procedure updates, testing, verifying and supporting implementations

• Provided a high level of support to a number of credit teams and Account Managers
• Responsible for completing annual credit reviews, conducting credit investigations and compiled other data as required
• Prepared and completed personal credit applications including the preparation and registration of security and/or account documentation
• Coordinated activities with external credit and related area to ensure credit and risk administration activities were handled thoroughly and efficiently

• Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.

• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
• Processed customer transactions promptly, minimizing wait times.