Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Achievements
Timeline
Generic

Rinki Adak

Scarborough

Summary

Dedicated banking professional with over 5 years in customer service, regulatory compliance, and risk management. Demonstrated ability to handle escalated customer issue, coordinate resolution processes, and enhance client satisfaction. Skilled in creating and executing strategies to resolve complex inquiries and strengthen customer loyalty while mitigating risk exposure to bank's policies and standards.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Mutual Fund Representative

TD Investment Services
03.2022 - Current
  • Addressed and resolved escalated client concerns, coordinating with relevant departments to ensure issues were resolved efficiently and professionally.
  • Ensured compliance with AML and KYC regulations, protecting both client interests and bank integrity.
  • Acted as Subject Matter Expert on complaint management and customer experience, coaching team members to handle escalated inquiries with a client-centric approach.
  • Performed in-depth financial assessments to recommend mutual fund products aligned with clients' risk profiles, analyzing market trends to provide startegic investment guidance.
  • Managed registered investment accounts in compliance with regulations and delivered tailored strategies to enhance client satisfaction and portfolio growth.


Personal Banking Associate

TD Canada Trust
10.2020 - 02.2022
  • Advised customers on bank products, services and financial planning options.
  • Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
  • Modified, opened and closed customer accounts.
  • Verified amounts and integrity of every cheque or funds transfer.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
  • Improved decision-making by using current data on market conditions and individual financial situations.

Customer Experience Associate

TD Canada Trust
08.2019 - 09.2020
  • Improved productivity by providing CEA performance feedback for corrective action.
  • Provided advice and front-line expertise to colleagues in order to improve team, service and procedural standards.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.

Education

Financial Planning

Centennial College of Applied Arts And Technology
Scarborough, ON

Skills

  • Risk management frameworks
  • Advanced MS Office skills
  • Problem-solving skills
  • Attention to detail
  • Conflict Resolution
  • Policy Compliance

Certification

IFIC holder since June 2022

Accomplishments

  • Q4 quarterly spotlight nominee

Achievements

  • Successfully increased customer satisfaction scores by 25% by implementing compliant resolution processes and enhancing team responsiveness
  • Recognized as a top performer for maintaining 100% adherence to bank's compliance standards and minimizing risk in the branch thorough proactive issue resolution


Timeline

Mutual Fund Representative

TD Investment Services
03.2022 - Current

Personal Banking Associate

TD Canada Trust
10.2020 - 02.2022

Customer Experience Associate

TD Canada Trust
08.2019 - 09.2020

Financial Planning

Centennial College of Applied Arts And Technology

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Rinki Adak