Summary
Overview
Work History
Education
Timeline
Generic

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
Paul Kwok