Sana Majbour
Ottawa,ON
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead, Mortgage Administration
Alterna Savings And Credit Union
05.2023 - Current
- Created an inspiring team environment with an open communication culture.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Explored new tools and technologies that enhanced the capabilities of the team members while enabling seamless collaboration across departments.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Held weekly team meetings to inform team members on company news and updates.
Retail Loans Administrator
Alterna Savings And Credit Union
01.2022 - 04.2023
- Administered everyday work and evaluate all incoming phone calls, emails and process all principal payments.
- Assisted to provide all internal approvals for new borrowings and provide support to all documents for all lending personnel.
- Prepared and interpret credit agreements and provide regular updates to all legal documents and process all origination fees and closing costs.
- Managed all communication with internal lending officers and bank representatives and perform regular investigation to resolve all customer issues efficiently.
- Analyzed and identify all fee discrepancies in loan processes and perform regular audit on processes and ensure compliance to all requirements.
- Managed all department projects and perform various tests and perform enhancements to all loan procedures.
- Prepared all departmental reports for all loan processes and prepare all requests and documents all activities in coordination with line partners and legal counsel.
- Evaluated all incoming documents and assist business partners to resolve all issues.
- Provided assistance to all business units for all ongoing processes and maintain record of all expenses.
- Prepared documents and upload all images into electronic file systems and maintain all collateral files.
- Assisted to close all deals for scanning departments and update all applications for contact info and deal.
- Inspected all property order and administer all request loan documents.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
- Maintained personnel records and updated internal databases to support document management.
- Managed all initial requests for emails and prepare all underwriting files and tables of content.
Mortgage Agent/Underwriter
Mortgage Intelligence - The Ottawa Mortgages
06.2021 - 12.2021
- Assisted more than 11 mortgage brokers in processing their mortgage applications.
- Documented fulfillment with clients, lenders and lawyers.
- Followed up all aspects of the process to ensure smooth closings.
- Marketing duties - Birthday cards, client gifts/cards, blog entries, social media updates.
- Increased loan application approvals by providing detailed and accurate financial assessments for clients.
- Developed strong relationships with real estate agents, builders, and other industry professionals to grow referral network.
- Stayed up-to-date on current mortgage trends and regulations, ensuring compliant and knowledgeable service delivery.
- Provided thorough explanations of various mortgage products to clients, assisting them in selecting the best option for their needs.
- Collaborated with underwriters to expedite loan approval processes while maintaining compliance with lending guidelines.
- Prepared comprehensive loan packages for submission to lenders, ensuring completeness and accuracy of documentation.
- Assisted clients throughout the entire mortgage process, from initial consultation to closing day support.
- Conducted regular training sessions for junior team members on industry best practices and updated regulations.
- Negotiated favorable mortgage terms with lenders, resulting in lower interest rates and fees for clients.
Customer Solutions Advisor/ Training Coordinator
Bank of Nova Scotia
10.2020 - 06.2021
- Focused on mortgage servicing plus practicing mortgage sales by renewing different mortgages within the bank
- Enhanced customer satisfaction by effectively resolving complex issues and providing personalized solutions.
- Conducted regular trainings for new team members, ensuring they were well-equipped with product knowledge and problem-solving skills.
- Managed high-volume call queues while maintaining exceptional service quality and professionalism under pressure.
- Initiated sales negotiations with customers to renew their mortgages
- Offered customers different options and promotions through our sales conversations to best suit their needs
- Completed the renewal process by using a specific banking sales system
- Attended sales meetings and taking meeting minutes and notes
- Prepared different reports relating to training and new hires and provide all reports to the management.
Training Coordinator
Bank of Nova Scotia
06.2019 - 10.2020
- As the lead trainer, I conducted 7, three weeks of training classes for 20 new hires so far.
- Ran both face-to-face and virtual class environments leveraging online tools during COVID-19.
- Managed and distribute training material on how to use different banking systems and how to deal with clients over the phone for each new class.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Documented and tracked decisions essential for the direction of training in a central location to be used for reference and communication.
- Prepared executive reports on new hires performance to be presented in resource management meetings.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Led training presentations which include directions to adhere to best practices, training governance and address any inquiries or concerns.
Customer Care Advisor
Bank of Nova Scotia
12.2018 - 09.2020
- Customer care advisor focused on mortgages, car loans and personal loans in addition to taking the lead on a team trainer position at Scotiabank headquarter.
- Liaised with different branch team members across the country to resolve client cases.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Streamlined communication for improved efficiency, leading to higher customer retention rates.
- Handled day-to-day client requests over the phone and triaged/escalated as required for case resolution.
- Accounts I managed and/or maintained: chequing, savings, business, credit cards, lines of credit and MasterCard.
- Utilized Scotiabank internal banking systems such as AS400, TSYS, PEGA, Intralink, Sales Builder, Insite, etc.
- Along with Microsoft Office and Adobe Software to complete assigned tasks.
- Remotely working from home, supporting Scotiabank clients with COVID-19 mortgage/loans deferral program; explaining the program to clients, completing applications, adjusting payments, managing clients' expectations and their understanding of deferral program during stressful times.
Administrative Assistant
Fortinet Technologies, Canada
08.2018 - 11.2018
- Worked on a temporary contract as an administrative assistant taking phone calls, scheduling appointments and following up with customers.
- Assisted in resolving customer-related complaints.
- Maintained records, collected, sorted, distributed, or prepared mail, messaged or courier deliveries.
- Coordinated with vendors and followed up on quotations and payment submissions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Operations Support Officer
GLA Property Management, Kuwait
10.2017 - 06.2018
- Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing bookkeeping work
- Liaised and communicated for and between management and vendors to ensure contracts compliance and adherence to timelines
- Managed and tracked invoices and purchase orders to produce monthly budget reports
- Contributed to the project of deploying a new financial management system to make sure the business requirements of the operations department are met
- Reviewed facility operation reports and implemented plans and procedures to improve effectiveness and efficiency.
- Managed time efficiently in order to complete all tasks within deadlines.
Security Administrative Assistant
GLA Property Management, Kuwait
12.2015 - 09.2017
- Managed and submitted various forms, such as accident reports, courtroom requests, and client applications
- Insured policies were distributed, understood and implemented by the security department
- Promoted efficient workflow and controlled internal environment through policy adherence and adaptation
- Recorded security risks description, classification, impact and mitigation strategies
- Scheduled meetings and appointments to support all units in the security department while managing meetings' minutes and materials.
- Streamlined visitor registration process for increased efficiency and improved security measures.
Administrative Assistant
Global Experience Consulting Company, Kuwait
07.2014 - 11.2015
- Set up and managed filing and organizational practise to maintain documents, such as attendance records, correspondence and meeting minutes.
- Coordinated conferences and special events, such as luncheons or graduation ceremonies.
- Prepared invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
Education
Bachelor of Business Administration -
Arab Open University
Kuwait City06.2015
Skills
- Bilingual proficiency in English and Arabic
- Excellent with Microsoft Office applications including: Word, Excel, PowerPoint, Planner and Outlook, Microsoft Project, Microsoft Teams and SharePoint
- Detail-oriented with strong time management skills
- Adaptability and strong work ethic
- Proven work experience as team leader or supervisor
- Excellent communication and leadership skills
- Organizational and time-management skills
- Decision-making skills
- Coaching and Mentoring
- Complaint resolution
- Customer Focus
- Quality Improvement
Languages
English
Full Professional
Arabic
Native or Bilingual
Certification
Mortgage Agent License (REMIC).
Nationality
Syrian, Canadian
Timeline
Team Lead, Mortgage Administration
Alterna Savings And Credit Union
05.2023 - Current
Retail Loans Administrator
Alterna Savings And Credit Union
01.2022 - 04.2023
Mortgage Agent/Underwriter
Mortgage Intelligence - The Ottawa Mortgages
06.2021 - 12.2021
Customer Solutions Advisor/ Training Coordinator
Bank of Nova Scotia
10.2020 - 06.2021
Training Coordinator
Bank of Nova Scotia
06.2019 - 10.2020
Customer Care Advisor
Bank of Nova Scotia
12.2018 - 09.2020
Administrative Assistant
Fortinet Technologies, Canada
08.2018 - 11.2018
Operations Support Officer
GLA Property Management, Kuwait
10.2017 - 06.2018
Security Administrative Assistant
GLA Property Management, Kuwait
12.2015 - 09.2017
Administrative Assistant
Global Experience Consulting Company, Kuwait
07.2014 - 11.2015
Bachelor of Business Administration -
Arab Open University
Mortgage Agent License (REMIC).
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