Summary
Overview
Work History
Education
Skills
Highlight Of Qualifications
Timeline
Generic

Rohan Fernando

Ajax,ON

Summary

Experienced Mortgage Advisor with over 10 years in client service and frontline support within the financial industry. Expert in assisting clients through the mortgage application process, adept at reviewing documents and credit reports, and providing detailed financial advice. Advanced communication skills with a proven ability to collaborate with underwriters, management, and clients to ensure smooth transactions. Results-oriented professional known for driving revenue growth and securing repeat business through excellent customer service and problem-solving abilities.

Overview

12
12
years of professional experience

Work History

Mortgage Advisor

Quest Mortgage
10.2021 - 04.2024
  • Assisted clients with mortgage applications.
  • Reviewed client documents and credit reports for qualification assessment.
  • Coordinated with underwriters to discuss applications and documents.
  • Provided clients with commitment letters, cost of borrowing agreements, and clarified outstanding conditions.

Financial Service Representative

CIBC
05.2021 - 10.2021
  • Delivered professional and efficient client service, resulting in excellent customer feedback.
  • Conducted outbound sales calls to generate new business.
  • Identified client needs and upsold appropriate banking services.
  • Assisted with Level 1 troubleshooting for online, mobile, and bank card issues.
  • Managed customer care concerns and updated client accounts.

Sales Consultant

Glentel
07.2016 - 01.2020
  • Delivered superior customer service and expert product knowledge to Costco members, consistently meeting and exceeding sales targets.
  • Advised members on smartphones, accessories, and carrier plans.
  • Kept abreast of promotions, product launches, and retail trends to enhance customer experience.
  • Assisted in onboarding new sales agents.

Universal Sales Contact Center Agent (Inbound)

BMO Bank of Montreal
01.2014 - 07.2016
  • Responsible for handling of dispute / chargeback inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence
  • Conducted Initial application for credit limit increases and MasterCard's
  • Served clients in a friendly, professional and efficient manner
  • Educated and advised clients with day-to-day banking and investment needs such as helping them with setting up savings RRSP an TFSA accounts.

Everyday Banking Contact Center Agent (Inbound)

BMO Bank Of Montreal
09.2013 - 01.2014
  • Assisted customers with day-to-day banking including opening chequing and savings accounts
  • Advised customers as a front-line agent with information on the various products and services we offer
  • Updated customer profile information and helped with online banking questions and issues such as password resets and registration
  • Provided excellent customer service and maintained efficiency to keep productivity high.

Proactive Sales Contact Center Agent (Outbound)

BMO Bank of Montreal
01.2012 - 09.2013
  • Processed wired transfers, stop payments loan payments and provided assistance with online and mobile banking
  • Managed Multiple accounts while maintains heavy phone responsibilities, managing 50- 60 calls a day
  • As a front-line worker made appropriate recommendations tailored to customer providing them with key information before transferring them to the correct departments
  • Advised customers on ongoing promotions and new incentive programs as a proactive agent that helped me exceed my sales targets.

Education

High School Diploma -

City Adult Learning Centre
06.2008

Skills

  • Word
  • Excel
  • PowerPoint
  • Keyboard (95 wpm)
  • Banking
  • Billing
  • Rapport
  • Retail
  • Sales
  • Phone
  • Typing
  • Market research
  • Credit
  • Client's services
  • Customer care
  • Financial planning
  • Troubleshooting
  • Sales and Marketing
  • Mortgage facilitation
  • Customer Relations
  • Credit History Review
  • Attention to Detail
  • Loan Processing Coordination
  • Organizational Skills

Highlight Of Qualifications

  • Excellent interpersonal & communication skills
  • Adept in multi-tasking and creative problem-solving
  • A quick learner and able to adapt well to new and challenging situations
  • Detail-oriented and valuable analytical skills
  • Extremely punctual and organized
  • Able to work well in a team with minimal supervision

Timeline

Mortgage Advisor

Quest Mortgage
10.2021 - 04.2024

Financial Service Representative

CIBC
05.2021 - 10.2021

Sales Consultant

Glentel
07.2016 - 01.2020

Universal Sales Contact Center Agent (Inbound)

BMO Bank of Montreal
01.2014 - 07.2016

Everyday Banking Contact Center Agent (Inbound)

BMO Bank Of Montreal
09.2013 - 01.2014

Proactive Sales Contact Center Agent (Outbound)

BMO Bank of Montreal
01.2012 - 09.2013

High School Diploma -

City Adult Learning Centre

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Rohan Fernando