SHAVANTHI FONSEKA
London,Ontario
Summary
Business-driven Relationship Manager always finding successful ways to acquire new clients and foster lucrative relationships. A determined professional with over 15 years of assisting clients with personal financial services with customer service skills and marketing skills. Offering dynamic collaboration and decision making skills.
Overview
16
16
years of professional experience
Work History
Assistant Relationship Manager
DFCC BANK PLC
01.2021 - 07.2023
- Client Relationship Management -Takes initiative to find creative approaches that make each customer's experience feel personal and maintain relationships with customers, Partner with Relationship Managers identifying and communicating with high potential customers prospects and initiates referral opportunities that further grow customer's relationship with bank beyond personal banking.
- Identifies customer needs and provides advice and guidance regarding financial solutions that are in best interests of customers and assists in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice
- Assess eligibility of individual and small-scale business clients for different financial mortgage products such as business loans, personal loans, educational loans.
- Reviews customer profiles and engages customers in needs-based conversation and advising clients on product/service solutions that meet their needs while cross selling full range of bank's credit products and educating them on affordable financial commitments by assessing their financial capacity
- Maintaining customer satisfaction up to maximum level by offering personalized service which will create positive customer feedback with loyalty allowing senior staff to increase revenue by 25%.
- Client acquisition, Preparation of credit appraisals, interpreting member financial information and disbursing loans.
- (Managing gross lending portfolio of Rs.1.2 Bn
- (CAD 7.5Mn) i.e., Project lending, consumer lending and leasing
- Preparation of contingency plan to prevent and cope with credit risk and other related operational risks to ensure good quality loan portfolios
- Handling Personal Credit and Business Credit Administration duties and safekeeping of security documents (E.g.: Security Register, Mortgage Bond Register, Insurance Policy Register) and preparing, issuing, maintaining, and cancelling of Bank Guarantees supports operational activities (e.g
- Inventory management, escalated service requests, following up on customer applications, filing, opening, and closing activities)
- Analyzing delinquent accounts through periodic reviews and implementing debt collections and recoveries - Daily monitoring, provide remedial solutions, archiving records and collection of dues
- Processing files for litigation over default cases.
- Maintained high level of knowledge surrounding industry trends, competitor products, and regulatory changes to provide well-informed advice and support clients effectively.
- Assisted in the preparation of detailed credit applications by gathering all necessary information and documentation required for approval processes.
- Collaborated with Relationship Managers to develop tailored financial strategies for each individual client, maximizing investment returns.
- Provided timely solutions to client inquiries, effectively resolving concerns and promoting long-term loyalty.
- Supported the development of new business opportunities through research and analysis, helping expand the firm's client base.
- Conducted comprehensive credit risk assessments on potential clients to maintain a healthy lending portfolio and minimize risk exposure.
- Ensured compliance with regulatory requirements by keeping up-to-date with industry changes and implementing necessary adjustments within processes.
- Facilitated smooth transitions during account onboarding by guiding clients through required documentation procedures and promptly addressing any issues that arose.
- Organized promotional events and interacted with community to increase sales volume.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Liaised with internal teams such as operations, treasury, and legal departments to ensure seamless execution of transactions on behalf of clients.
- Evaluated risks associated with credit products prior to approval or renewal to protect company assets while supporting profitable growth opportunities for clients.
Executive - (Branch Banking Department)
DFCC BANK PLC
09.2019 - 12.2020
- Coordinating, Collating and Analyzing Assets and Liabilities Pipeline in more than 100 branches in entire network
- Product Innovation, Product Launch and Drive, participate in team activities as required to deliver on bank's purpose
- Coordinating with sales team and branch representatives to facilitate entering information and carried out clerical tasks to assist with various business figures in line with targets and acts as key member of collaborative and versatile branch and market team
- Rolling out special marketing or client events and ensure marketing material is current
- Carry out a range of activities related to building and maintaining deposits as well as investment accounts, Organizing Promotional Campaigns of banking products and ordering marketing materials & promotional items.
- Spearheaded community outreach initiatives, strengthening the bank''s local presence and reputation.
- Increased deposit growth by promoting various saving options to customers and highlighting the benefits of each product.
- Led team meetings focused on improving sales strategies, sharing best practices among colleagues.
Credit Executive - (Business Banking Department)
DFCC BANK PLC
01.2015 - 08.2019
- Conduct holistic conversations using bank's available lending tools and resolving any issues that may arise and escalating as needed
- Service financial needs of existing clients as first point of contact on support and service activities related to day-to-day front-line banking, including transactions and Offers advice and guidance on available digital and self-serve options to improve overall branch customer experience
- Meets customer transaction-based needs with seamless execution and reviewing all customer documentation with respect to compliance with regulations and bank policies
- Coordinate communication to customers regarding obtaining necessary financial information for completion of credit renewals, reviews, and temporary overdraft protection
- Monitor diary for upcoming maturities/renewals/expiries and ensure accurate completion of documentation, handling personal financial services application process through workflow system and Input details accurately into banking system with high degree of accuracy, following up on customer applications assisting clients in completing personal loan applications and gathering necessary documents, such as income verification, credit reports, and property details
- Handling property backed mortgage loans, tripartite agreements, coordinating with legal team and client ensuring all necessary steps are completed to secure mortgage and transfer ownership of property complies with legal and regulatory requirements for jurisdiction
- Handling overall portfolio of Personal Financial Services of Corporate Banking Department approximate portfolio (CAD 4.5Mn).
Junior Executive /Credit Assistant
DFCC BANK PLC
05.2007 - 12.2014
- Welcomes and Greet customers warmly and meets their banking service and transactional needs and assist members to utilize products or services
- Front line operations and handled Accounts opening / Closing while handling daily retail banking needs of clients and processing customers' transactional requests (deposits, withdrawals, transfers, etc.) in branch. approximately 50+ customers and 100+ transactions daily.
- Assessed company portals for new business opportunities and followed up with prospects.
Education
Post Graduate Certificate of Business Analysis with Co-Op - Business Analysis
Fanshawe College
London, ON04.2024
MBA - Business Finance
University of Kelaniya, Sri Lanka
Sri Lanka01.2020
Diploma in Banking (Associate Degree) - Banking And Financial Support Services
Institute of Bankers of Sri Lanka - AIB (SL)
Sri Lanka01.2020
GED -
Chartered Institute of Accountants of Sri Lanka
Sri Lanka05.2020
Skills
- Strong interpersonal skills, including ability to build rapport and connections with customers with demonstrated experience of strong Customer Relationship Management by offering Personalized customer service in front line of the bank
- Attentive Loan Officer with organizational skills providing suitable financial solutions to individuals seeking Personal Financial Services as well as SMEs to fulfill their financial requirements to grow and expand
- Sales and Marketing Skills - Proven through Customer Acquisition by Cross-selling & upselling bank's products and services in Commercial banking
- Readiness to collaborate and work in different capacities as part of a team with a Team Spirit & Positive Attitude - Worked with branch team and department teams throughout the tenure
- Excellent Communication Skills which were proven in interacting with clients and individuals in different internal and external backgrounds daily
- Time Management skills with prioritizing daily work, field visits and reporting schedules
- Highly motivated with Multi-Tasking Capacity - Performed duties as the second officer of the branch while performing duties as the loan officer who is responsible for recoveries and portfolio management
- Proven record of maintaining high standards of handling Retail Banking customer inquiries backed with strong listening skills
- High-level critical thinking and work independently with problem-solving skills proved in day today customer inquiries
- Word
- Excel
- Outlook
- Portfolio Management
- Cross-Selling Products
- Customer Service
- Time Management
Languages
English
Full Professional
Timeline
Assistant Relationship Manager
DFCC BANK PLC
01.2021 - 07.2023
Executive - (Branch Banking Department)
DFCC BANK PLC
09.2019 - 12.2020
Credit Executive - (Business Banking Department)
DFCC BANK PLC
01.2015 - 08.2019
Junior Executive /Credit Assistant
DFCC BANK PLC
05.2007 - 12.2014
Post Graduate Certificate of Business Analysis with Co-Op - Business Analysis
Fanshawe College
MBA - Business Finance
University of Kelaniya, Sri Lanka
Diploma in Banking (Associate Degree) - Banking And Financial Support Services
Institute of Bankers of Sri Lanka - AIB (SL)
GED -
Chartered Institute of Accountants of Sri Lanka
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