Ruchita Chaudhary

· Analytical, problem solver and detail oriented

· Positive attitude and ability to work under pressure

· Strong interpersonal and communication skills, with the ability to relate and empathize with people of varying personalities and from all walks of life

· Proficiency in numerous computer applications and software, including MS Word, Power Point, Excel, Intralink, Citirx, PEGA, Salesforce,E-vision,CertaPay,AS400,Teller Balancing, Digital courier , RPM Etc.

· Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of work

· Effectively, efficiently and accurately reviewing and processing adjustments, exception transactions and correction for all Investment Plan, ensuring that Revenue Canada regulations and securities regulations governing these products are adhered to and that bank losses are avoided.

· Ensuring all activities conducted are in compliance with governing regulations, internal policies and procedures

• Making sure that efficient and proper follow-up is conducted and documented accordingly.
• Adhering to the Bank's Guideline for Business Conduct, demonstrating a full understanding of the legal implications of dealing with client requests and maintaining the confidentiality of customer information.
• Ensuring that every transaction/adjustment received is handled accurately and in a timely manner; any errors or delays could result in losses to the bank.
• Ability to deal effectively with internal partner inquiries, complaints, referring to a Manager/Supervisor where necessary, and ensure a prompt and accurate resolution is provided to the complete satisfaction of all parties involved, the Customer, the Bank, and Investment Support department
• Provided skill build on Blend and Extend GIC for the team
• Successfully trained officer of SSI adjustment team about BNS adjustments
• Participated in Cross training with SSI adjustments team
• Performing other duties as assigned including processing special projects

· Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

· Provided an excellent customer experience by taking responsibility for and ensuring ongoing service for new and existing clients as it pertains to their day to day inquiries/investigations (i.e. balance inquiries, signature verifications, cheque testing, confirmations, account/loan investigations, etc.) and thereby adhering to established Operating Performance Commitments (OPCs).

· Maintained up-to-date knowledge and understanding of relevant products, processes and policies, including completing internal training, and reviewing appropriate news items and publications.

· Responded promptly and effectively to service inquiries, concerns and complaints from partners/clients, with the ability to:

· Resolve day-to-day servicing issues and reduce business and client impact with managerial direction as required.

· Analyze situations and present sound recommendations and decisions to overcome any obstacles, and escalating if required.

· Facilitate decision making processes by providing timely, meaningful and easily available data.

· Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

· Actively persuaded effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct.

· Preparing batches of work by extracting checks and remittances from envelopes

· Inputting data into the system while following standard operating procedures and customer specific instructions for processing

· Operating Imaging/Extraction Equipment (iTRAN, IBML, OPEX 7200, OPEX 150)

· Verifying negotiability of checks through customer specific instructions for processing

· Re-associating check images to corresponding material while validating quality of images

· Maintaining site productivity and quality standards

· Contributing to meeting team goals in addition to individual responsibilities

· Working in all areas/departments of production as needed

· Making judgment calls regarding routine duties but refer non-routine situations to a supervisor and/or manager

· Identify and assess customers’ needs to achieve satisfaction

· Generate sales leads

· Build sustainable relationships and trust with customer accounts through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/customer service team sales targets and call handling quotas

· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Take the extra mile to engage customers

· Executed financial transactions related to check cashing, loans and other services; according to policies and procedures of the company

· Responded to customer inquiries, providing information on accounts, policies, products, and services

· Educate customers on product options, assess needs of customers and services accordingly

· Researched and resolved service-related problems

· Awareness of Compliance requirements

· Created a positive and friendly relationship with the customer’s , which brought good business revenue with more references coming in to buy the services