Paul Kwok
Toronto,Ontario
Summary
Experienced in administrative support, business operations, and client relations. Past experiences consist of working primarily in the financial services industry which include banking organizations, fintech payments, insurance providers, and mutual fund investments.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
Work History
Senior Client Services Associate
Invesco Investment Services
10.2023 - Current
- Documented and executed investment instructions offered by Invesco’s catalogue of mutual fund products through service desk hotline contact with shareowners and financial brokers
- Providing essential information requested regarding their investment portfolios such as portfolio balances, transaction history, tax compliance regulations, and overall mutual fund information
- Reviewed legal and regulatory requirements to shareowners and financial brokers to provide reinvestment options
- Also reviewed legal requirements to entitled beneficiaries in order to claim assets left behind any deceased investors/shareowners
- Advancing to Senior Client Services Associate (October 2023), the following main duties were added: Conducted analytic research and in-depth investigations using internal resources for escalated matters involving clients’ investment portfolios in order to satisfy conflict resolutions that may have occurred.
Client Services Associate
Invesco Investment Services
03.2020 - 10.2023
- Documented and executed investment instructions offered by Invesco’s catalogue of mutual fund products through service desk hotline contact with shareowners and financial brokers
- Providing essential information requested regarding their investment portfolios such as portfolio balances, transaction history, tax compliance regulations, and overall mutual fund information
- Reviewed legal and regulatory requirements to shareowners and financial brokers to provide reinvestment options
- Also reviewed legal requirements to entitled beneficiaries in order to claim assets left behind any deceased investors/shareowners.
Sales Onboarding Specialist
Moneris Solutions
06.2018 - 09.2019
- Ensured credit/debit payments received by merchants are deposited into their banking accounts and correctly balanced through the company’s payment processing point of sale acquirer services and host database
- Inspected and verified merchant account databases to ensure terminals have been updated to comply with industry standards, regulations, and the latest security software encryption
- Performed administrative duties in ensuring other corporate levels have obtained their resources to fulfill day to day operations with our merchants/clients
- Provided troubleshooting knowledge regarding point of sale devices for merchants and on site technicians.
Merchant Support Representative
Moneris Solutions
03.2014 - 06.2018
- Ensured credit/debit payments received by merchants are deposited into their banking accounts and correctly balanced through the company’s payment processing point of sale acquirer services and host database
- Inspected and verified merchant account databases to ensure terminals have been updated to comply with industry standards, regulations, and the latest security software encryption
- Performed administrative duties in ensuring other corporate levels have obtained their resources to fulfill day to day operations with our merchants/clients
- Provided troubleshooting knowledge regarding point of sale devices for merchants and on site technicians.
Supervisor/ Quality Assurance Specialist
Sears Canada Home and Financial Services
01.2013 - 03.2014
- Assisted clients with financial and service home insurance product related issues
- Cross sold insurance programs for services and products sold to existing and prospective clients
- Organized and dispatched service calls needed on consumer home products to ensure full functionality and correction of any defects
- Promoted to Supervisor/Quality Assurance Specialist (January 2013), Duties included the following: Investigated and resolved product, service, and financial related issues pertaining to consumers’ accounts
- Analyzed critical errors/data trends and composed reports for management purposes to maintain high quality performance among personnel within the customer service department
- Ensured KPI metrics were reached and coached staff members on areas that require improvement
- Orchestrating imperative training/coaching amongst staff agents to ensure updates and renewed policies are implemented within day to day operations performed by employees as the administrative personnel trainer.
Customer Service Representative
Sears Canada Home and Financial Services
10.2011 - 12.2012
- Assisted clients with financial and service home insurance product related issues
- Cross sold insurance programs for services and products sold to existing and prospective clients
- Organized and dispatched service calls needed on consumer home products to ensure full functionality and correction of any defects.
Credit Protection/Life Insurance Information Agent
Scotiabank
07.2011 - 10.2011
- Worked within a temporary contract position in providing existing credit card clients in depth information regarding insurance protection plans pertaining to a variety of credit card types as part of a promotional campaign for Scotiabank Visa and Scotialife Financial through outbound marketing communication
- Up sold existing clients with credit care protection insurance options and signed up clients for life insurance offers
- Recorded data and processed clientele applications for these credit insurance plans.
Education
Bachelor of Arts - Business Economics
York University
Toronto, ON 05.2001 - 05.2011
Timeline
Senior Client Services Associate
Invesco Investment Services
10.2023 - Current
Client Services Associate
Invesco Investment Services
03.2020 - 10.2023
Sales Onboarding Specialist
Moneris Solutions
06.2018 - 09.2019
Merchant Support Representative
Moneris Solutions
03.2014 - 06.2018
Supervisor/ Quality Assurance Specialist
Sears Canada Home and Financial Services
01.2013 - 03.2014
Customer Service Representative
Sears Canada Home and Financial Services
10.2011 - 12.2012
Credit Protection/Life Insurance Information Agent
Scotiabank
07.2011 - 10.2011
Bachelor of Arts - Business Economics
York University
05.2001 - 05.2011
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