SOUKAINA RAZZOUG
Vancouver
Summary
Knowledgeable Personal Banker with solid background in financial services and client relationship management. Adept at identifying client needs and recommending tailored banking solutions. Demonstrated expertise in cross-selling banking products and maintaining high client satisfaction through effective communication and problem-solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Personal Banker
BMO Bank of Montreal
11.2023 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Promoted financial products by maintaining excellent service offering knowledge.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Resolved client disputes with empathy and efficiency, restoring confidence in banking services.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
Personal Banker Associate
Bank Of Montreal
04.2022 - 10.2023
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Listened to customer needs and desires to identify and recommend optimal products.
- Recommending and explaining personalized banking services based on their needs.
- Referring client to in-house financial experts and/or relevant bank department such as mutual funds and trust management when necessary.
- Processing applications for credit cards, and safety deposit box.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Achieved recognition for outstanding customer service, setting benchmark for colleagues.
Customer Service Representative
Bank Of Montreal
01.2019 - 03.2022
- l Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- l Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- l Educated customers on the use of banking website and mobile apps.
- l Answered telephone inquiries on chequing and savings accounts, loans, and lines of credit.
- l Support required operational activities and and tasks, including, but not limited to: inventory management, escalated service requests, following up on customer applications, filing, opening & closing activities
- ndependently manage, load & reconcile cash transactions between treasury and various branch units
- Follow through on the risk and compliance processes and policies; support training for new hires
- l Achieved 150% sales target on average
- l BMO Excellence Award
- 2019 Quarter One Spotlight Award of Vancouver Centre Market
Accounting Clerk
Clearly Accounting
02.2016 - 08.2016
- · Government reporting (GST, PST, EFiling Taxes, etc.)
- · Review of client’s employee payroll, contribution (RRSP, EI, etc.)
- · Verification of client’s employee timesheets and entering the data into the system
- · Bank statement reconciliations and adjustment (i.e. credit cards)
- · Processing of Accounts Payable and Accounts Receivable
- · Journal entries into QuickBooks
- · Create Financial reports and Balance sheets
- · Review Shareholders’ statements, and property rent statements
- · Mortgage Loan Adjustment and interest expenses
- · Communicating with clients through phone calls, emails and CCH iFirm program
- · Filing, scanning and general office duties
Education
Business Management
Office De La Formation Proffessionelle,
06.2015
Bachelor of Science - Accounting And Finance
University of Mohammed 5
06.2012
Skills
- Outstanding interpersonal skills
- Teamwork
- Problem-Solving
- Conflict Management
- Adaptability
- Emotional Intelligence
- Complaint Resolution
- Sales Knowledge
- Excellent Customer Service
- Attention to details
- Relationship building
- Branch operations
Languages
French
Native or Bilingual
Arabic
Native or Bilingual
English
Native or Bilingual
Certification
Investment Funds in Canada-CSI
First Aid Certificate (CPR LEVEL C)
Timeline
Personal Banker
BMO Bank of Montreal
11.2023 - Current
Personal Banker Associate
Bank Of Montreal
04.2022 - 10.2023
Customer Service Representative
Bank Of Montreal
01.2019 - 03.2022
Accounting Clerk
Clearly Accounting
02.2016 - 08.2016
Business Management
Office De La Formation Proffessionelle,
Bachelor of Science - Accounting And Finance
University of Mohammed 5
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