Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sreeja Byju

Canada

Summary

Excellent organization, communication, and time management skills. Manage and coordinate work activities to facilitate efficient facility operations. Instrumental in meeting commitments, deadlines, and changing priorities.

Overview

14
14
years of professional experience

Work History

Senior Associate High Risk Collections

Bank of Montreal
Ontario
10.2021 - Current
  • Previous successful experience with and responsibility for credit card retention strategies and initiatives
  • Limit management and authorization strategies
  • Activation, usage and balance build strategies
  • Highly developed analytical and problem solving skills with an ability to assimilate a large amount of information to identity data driven action plans
  • Strategy development, stakeholder engagement & oversight of execution
  • Product management and Risk management capabilities
  • Managerial leadership and organizational influence
  • Extensive understanding of financial performance of the product portfolios
  • Broad organizational perspective
  • Analytical thinking and business acumen
  • Personal Banking marketing and customer experience
  • Market dynamics of financial services industry
  • Exceptional oral and written communication skills
  • Strong PowerPoint presentation skills
  • Strong data management software skills (e.g
  • Excel pivot tables)
  • Accountable to design and execute customer engagement initiatives, such as upsell and retention, for retail and small business credit card customers
  • These target accountabilities will: deepen relationships and loyalty, as well as minimize customer impact due to card re-issue strategies, promote growth while optimizing the risk, reward and operational efficiency balance and promote efficient portfolio growth
  • The role will be accountable to retain customers and develop re-issuance criteria in accordance with the overall customer life cycle management strategy or enable customers with appropriate level of credit as well as optimal point of sale experience, while minimizing customer disruption and fraud or maximize and optimize card spending, balances, share-of-wallet, and revenue, while managing risk
  • The role will leverage analytics and conduct in-depth analysis of cardholder behavior and market trends to identify opportunities to proactively and reactively retain customers, and optimize re-issuance strategies or work with partners to identify opportunities to enable optimal credit line and authorization strategies and initiatives or with seasonal trends, identify opportunities to drive portfolio growth
  • For cards on book greater than Year 1: Use deep portfolio, market knowledge and collaboration with partners to forecast targets and create retention strategies and initiatives, and work with partners to execute or effective risk balanced strategies and initiatives for on-going credit line increase, decrease, and upsell strategies, as well as authorization rules
  • Strategies for activation, usage, and balance build initiatives, and work with partners to execute
  • As a part of this, this role will Understand key drivers for attrition behaviours and define the required proactive and reactive strategies and investment levels based on conversion propensity and customer value/profitability or for risk appropriate credit line increases and upsells, and required line decrease and authorization rules, and define the optimal strategies and investment levels or activation, usage, and balance build behaviours, and define the required strategies and investment levels based on conversion propensity and customer value/profitability
  • Identify changing customer payment habits at portfolio and individual level as they occur to evolve approach
  • Oversee cross-functional execution of retention programs across cardholder lifecycle to maximise retention and minimize losses or credit line increase and decrease programs across cardholder lifecycle to enable appropriate card spending, balances, and revenue, and minimize losses or activation, usage and balance build programs across cardholder lifecycle to maximise and optimise card spending, balances, and revenue, and minimize losses
  • Work with partners to enable appropriate authorization rules to optimize customer experience while minimizing fraud
  • Monitor ongoing performance of solutions and develop enhancements as required
  • Make recommendations to improve performance and business results by analyzing and leveraging test results, analytics, customer feedback, and market insights or leveraging portfolio analysis, test results, analytics, and customer feedback
  • Prepare business case to support recommendations for retention opportunities
  • Define opportunities to deliver incremental growth through investments related to retention strategies; build business requirements and business cases for funding and prioritization, and provide subject matter expertise to stakeholders or line management and authorization strategies; build business requirements and business cases for funding and prioritization, and provide subject matter expertise to stakeholders or activation, balance build and usage strategies; build business requirements and business cases for funding and prioritization, and provide subject matter expertise to stakeholders
  • Analyze re-issue strategies and impact to customer experience and portfolio financials, and recommend optimal re-issue approach to minimize customer irritation and cost to the business
  • Collaborated in efficient functioning of collections life cycle
  • Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high-risk accounts
  • Solutions range from various loan modification options to liquidation for borrowers with delinquent and high-risk loans to offer default/foreclosure alternatives and minimize losses
  • Escalated legal or third-party notices where the Bank’s security is at risk, including property tax arrears, tax sales and insurance cancellation notices
  • Contacted the customer to obtain the necessary information to manage their application (as required) ensuring the customer is aware at all times of the status/result of the present and future payments
  • Executed & established loss mitigation procedures for the resolution of non-performing and high-risk accounts
  • Probed to understand customer needs and provided advice related to payments and overall collections strategies in the best interests of the customer
  • Managed client communications, processed transactions and interacted with internal stakeholders to ensure customer needs are met
  • Delivered exceptional customer service based on trust through expertise, responsive service, and support
  • Developed rapport and instilled confidence in the clients to develop credibility and earn their trust as relationship manager
  • Worked on different projects as and when required, analyzed data and information to provide insights and recommendations
  • Escalated complex or unresolved customer situations to managers as required
  • Completed required documentation to ensure customer’s requests are accurately processed
  • Organized work information to ensure accuracy and completeness
  • Maintained current knowledge of collection strategies, practices, and trends and integrates into customer conversations in a professional manner
  • Reviewed and recommended solutions for escalated client complaints

Senior Customer Representative

Bank of Montreal
Kitchener, Ontario
10.2018 - 10.2021
  • Calendar maintenance and appointment scheduling
  • Create a positive client experience by understanding and meeting client needs quickly, professionally and accurately
  • Provide exceptional customer service to customers by processing their day-to-day banking transactions in an efficient and friendly manner
  • Protect customer’s accounts by reviewing suspicious activity, reversing transactions and reissuing compromised debit and credit cards
  • Assist banking customers who are victims of fraud, theft or identity theft
  • Answer questions about account types and banking products such as loans and mortgages
  • Handle customer concerns using strong problem solving and analytical skills
  • Inform and suggest new banking products and services to customers
  • Check on the status of customer accounts and track checks and payments
  • Navigate multiple computer applications while interacting with the client
  • Listen, understand and provide solutions to customer’s needs
  • Review and explain account charges
  • Provide customers with information and step by step instructions for using mobile banking service
  • Assist with address changes
  • Perform numerous transactions for each customer with different financing needs
  • Reconcile and balance cash end of the day
  • Perform receptionist duties such as answering telephones and direct customers as required for basic banking services to designated Financial Service Managers
  • Communicates and interact effectively and confidently with internal as well as external clients to make their financial lives better
  • Educate the customer to withdraw and deposit cash through ATM
  • Perform opening and closing duties and other administrative tasks as directed by the Manager

Collections Associate, Early-Stage

Bank of Montreal
Ontario
10.2021 - 01.2021
  • Managed inbound/outbound calls effectively and collected on outstanding accounts to mitigate high delinquency and loan loss while maximizing recoveries
  • Identified and mitigated bank risk through the of exemplary negotiation techniques
  • Collected delinquencies by checking accounts using various applications
  • Developed appropriate repayment plans within an established timeframe and evaluated root causes of arrears
  • Maintained prominent level of knowledge regarding bank products such as credit cards, mortgages, lines of credit, contractual sales contract
  • Re-directed customers to the appropriate department whenever required while providing exceptional service and document call activity to reflect the action taken
  • Analyzed delinquent accounts and applied sound judgment regarding further actions to take such as referring to third party agencies or high-risk department
  • Adhered to high volume complex portfolio to conduct experience collection methods while maintaining a high standard of professionalism and customer/client service focus in a collection-based call center environment

Quality Assurance Support/Sr. Customer Service Representative

Canadian Imperial Bank of Commerce
Toronto, Ontario
05.2012 - 07.2018
  • Monitored early renewals/regular renewal mortgage forms/cross-verification on CIBC TARGET AND EXCALIBUR systems
  • Verified renewal forms for errors once signed by customers
  • Verified documentation on file to ensure accuracy
  • Generated weekly reports to the manager on the status and frequencies of mortgages
  • Worked collectively to resolve minor procedural disagreements relating to mortgages
  • Interacted to convey information on issues that require considerable explanation
  • Provided support and feedback to Management on current issues and reconciliations
  • Trained new Quality Assurance Representatives and familiarized them with practices, processes, and terminologies about the mortgage industry
  • Maintained a strong code of ethics while adhering to and protecting client privacy

Coordinator

Culture Link Settlement and Community Services
Toronto, Ontario
01.2011 - 04.2012
  • Coordinated and conducted bicycling outreach workshops for newcomers in different organizations
  • Recognized as #1 Coordinator (out of 5 reps in division)
  • The ranking was based on accuracy, customer service and problem solving

Education

Payroll Compliance Practitioner (PCP) -

Canadian Payroll Association
Toronto

Accounting and Payroll Administration -

Academy of Learning
Toronto

Bank Teller Course -

Toronto District School Board
Toronto

Bachelor’s - Economics

Calicut University

Skills

  • Performance monitoring
  • Timeline estimates
  • Work estimates
  • Team leadership
  • Project coordination
  • Schedule development

Accomplishments

  • 2024 Q1 Spotlight Award Winner
  • 2 Time Hall of Fame Winner
  • Appreciation email from District Vice President, Canadian Imperial Bank of Commerce (CIBC), Scarborough for outstanding Customer Service
  • Valedictorian Award from Academy of Learning, Toronto, Canada

Timeline

Senior Associate High Risk Collections

Bank of Montreal
10.2021 - Current

Collections Associate, Early-Stage

Bank of Montreal
10.2021 - 01.2021

Senior Customer Representative

Bank of Montreal
10.2018 - 10.2021

Quality Assurance Support/Sr. Customer Service Representative

Canadian Imperial Bank of Commerce
05.2012 - 07.2018

Coordinator

Culture Link Settlement and Community Services
01.2011 - 04.2012

Payroll Compliance Practitioner (PCP) -

Canadian Payroll Association

Accounting and Payroll Administration -

Academy of Learning

Bank Teller Course -

Toronto District School Board

Bachelor’s - Economics

Calicut University

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Sreeja Byju