Sonal Chawla
Brampton,ON
Summary
- Results-driven finance professional with an MBA and over 10 years of experience in personal banking at a Fortune 500 nationalized bank.
- Expertise includes investment strategies, risk management, and client relationship management, complemented by certification in the Canadian Securities Course (CSC).
- Proven track record of enhancing customer satisfaction and driving revenue growth through tailored financial solutions. Seeking to leverage extensive industry knowledge to support organizational financial objectives.
- Demonstrated expertise in market analysis, portfolio management, and risk assessment, leading to increased client satisfaction and loyalty.
- Proven ability to enhance client satisfaction and retention rates, leveraging strong communication skills and a results-driven approach.
- Expertise in risk assessment and financial analysis has led to a 30% increase in loan approval rates while maintaining compliance with regulatory standards.
- Regulatory Compliance Specialist with expertise in banking regulations and risk mitigation strategies, ensuring adherence to industry standards.
- Strong analytical skills facilitate effective risk assessment, fostering a proactive compliance culture. Committed to continuous improvement in regulatory practices.
- Adept at conveying complex financial concepts clearly and resolving customer concerns effectively.
- Capable of handling multiple priorities and meeting deadlines in a fast-paced environment.
- Adept at providing personalized financial solutions, managing customer relationships, and advising clients on investment and credit banking solutions.
- Held full responsibility for resolving complex client issues, ensuring 100% resolution within service-level agreements (SLAs).
- Achieved a 30% increase in branch performance by consistently meeting and surpassing individual and team KPI targets.
- Identified cross-selling opportunities, increasing sales of banking products by 20% in a single fiscal year.
- Enhanced client satisfaction ratings by 25% through a personalized approach to understanding and addressing individual needs.
- Highly skilled communicator, both oral and written, for resolving complex client issues, ensuring 100% resolution within Service Level Agreement(s) (SLAs).
Overview
12
12
years of professional experience
Work History
Wealth Management Associate
Scotia Wealth Management
Toronto, Canada
02.2025 - Current
- Displayed expertise in investment products, stock trading, and financial markets.
- Facilitated resolution of client concerns related to platform operations and account management through multiple channels.
- Applied professional correspondence strategies to address customer queries skillfully.
- Provided support with regulatory compliance issues related to securities transactions.
- Monitored existing portfolios and provided timely reports to clients regarding performance status.
Customer Service Representative
BMO Bank of Montreal
Brampton, Canada
02.2024 - 02.2025
- Increased efficiency by refining customer service operations and decreasing handling time by 15%.
- Supported frontline employees in swiftly managing customer concerns.
- Ensured precise and compliant financial advice by monitoring latest standards in the sector.
- Streamlined processes to optimize workflow efficiency.
- Exemplified achievement by attaining 149% of designated annual revenue objectives.
- Performed detailed analysis of customer profiles to align with tailored banking solutions.
- Streamlined transaction processing by ensuring accuracy and adherence to SLA timelines.
Deputy Manager
State Bank of India
, India
06.2020 - 10.2023
- Maintained regulatory standards during the coordination of branch operations, serving upwards of 150 patrons each day.
- Led a team of 3 staff, boosting service efficiency by 15% and maintaining high employee engagement levels.
- Achieved a 98% customer satisfaction rate through effective relationship-building.
- Ensured strict adherence to AML standards and minimized compliance risks through periodic auditing.
- Compiled thorough reviews on financial and budget performance.
- Enhanced financial planning by fostering collaboration across departments and refining processes.
Assistant Manager
State Bank of India
, India
05.2018 - 05.2020
- Assisted the Branch Manager in overseeing daily branch operations, ensuring smooth execution of banking activities and adherence to regulatory requirements
- Implemented tailored banking strategies, enhancing customer retention by 35%.
- Led a team of junior associates, assigned tasks to enhance workflow, and conducted training sessions to elevate staff efficiency.
- Achieved a 98% approval rate by evaluating loan applications meticulously while following lending guidelines.
- Maintained 98% positive feedback rate by addressing issues promptly.
Customer Service Associate
State Bank of India
, India
05.2013 - 04.2018
- Managed daily queries from over 100 customers focused on account management, financial products, and transaction processing.
- Proactively engaged with customers to understand their financial needs and recommended tailored solutions, contributing to a 25% increase in customer satisfaction ratings
- Fostered strong client relationships by consistently providing reliable and empathetic support, leading to a 30% growth in repeat business and referrals
- Reduced average wait times by 15% by optimizing customer service processes and managing high-volume transactions efficiently during peak periods
- Maintained clear and professional communication with customers, ensuring they were well-informed about banking services, policies, and procedures
- Actively sought customer feedback to identify areas for service improvement and enhancing customer experience.
Education
Professional Accounting Practice -
Cambrian College
Master of Business Administration - Finance
Maharshi Dayanand University
Bachelor of Commerce -
Panjab University
Skills
- Customer relationship management
- Regulatory compliance
- Financial planning
- Investment management
- Organization and time management
- Excellent communication
- Problem-solving
Timeline
Wealth Management Associate
Scotia Wealth Management
02.2025 - Current
Customer Service Representative
BMO Bank of Montreal
02.2024 - 02.2025
Deputy Manager
State Bank of India
06.2020 - 10.2023
Assistant Manager
State Bank of India
05.2018 - 05.2020
Customer Service Associate
State Bank of India
05.2013 - 04.2018
Professional Accounting Practice -
Cambrian College
Master of Business Administration - Finance
Maharshi Dayanand University
Bachelor of Commerce -
Panjab University
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