Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Steve Fortin

404-2737 Keele Street Toronto

Summary

I am bilingual professional with over 20 years of call centre experience in various roles in the financial industry. I am interested the Senior Manager of Call Center Operations, where I can continue to learn, grow, contribute and demonstrate my full potential.

Overview

24
24
years of professional experience

Work History

Bilingual Credit Supervisor

Flexiti Financial
03.2022 - Current
  • Manage and support team of credit analysts.
  • Conduct team meetings and huddles.
  • Coach and train team to ensure KPI's are met/exceeded.
  • Coach and train team to ensure that guidelines are being adhere to.
  • Worked with customers to answer questions, resolve disputes and research discrepancies.
  • Analyze applicants' financial status and credit worthiness to determine credit decision.
  • Review departmental and individual performance reports and identify trends and issues to continuously improve processes.
  • Adjudicate pended application for various reason beyon credit analyst's authority level.
  • Performance management of staff members including call quality performance, customer service and call centre performance matrices.
  • Supported Sr. Call Center Manager with special projects and additional job duties.
  • Prepared projections,analysis and monthly, quarterly and annual reports.
  • Interact with various departments and management levels.

Bilingual Senior Escalation Agent

Flexiti Financial
11.2021 - 03.2022
  • Resolved customers / merchant complaints and escalations quickly taking inbound / outbound calls and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers / merchants with solutions, boosting customer satisfaction.
  • Floor support-assisted team,answered questions and provided support for challenging calls or reviews.
  • Made credit decisions as per guidelines and within the delegated limit of authority .
  • Maintained / exceeded performance target's and KPI's.
  • Initiated fraud reviews of potential fraud application and took appropriate action.
  • Performed credit limit reviews, reinstatements, account maintenances and worked offline when required.

Sales Representative

Royal LePage
04.2019 - 11.2021
  • Rented, bought or sold properties on client's behalf
  • Interviewed prospective clients
  • Analyzed property listings and accompanied clients to property site for showings
  • Prepared marketing strategies and discussed condition of sale
  • Drew up real estate contracts, negotiated and co-operated with other realtors.
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Developed and implemented sales strategies to increase profits.

Bilingual Internal Sales Mortgage Specialist

FIRST NATIONAL
09.2018 - 07.2020
  • Processed loans, underwrote before submission to ensure a 90% chance of approval/negotiate
  • Interviewed applicants and request specific information for the mortgage loan
  • Ordered and reviewed appraisal report
  • Served as an advisor and answered general undwriting questions while collaborating with external partners, lawyers and brokers
  • Assessed clients suitability for funds and the ability to repay in the accordance with First National's policy , guidelines and procedures.

Sales Representative

CENTURY21
04.2012 - 09.2018
  • Rented, bought or sold properties on client's behalf
  • Interviewed prospective clients
  • Analyzed property listings and accompanied clients to property site for showings
  • Prepared marketing strategies and discussed condition of sale
  • Drew up real estate contracts, negotiated and co-operated with other realtors.

Mortgage Agent

CENTUM
05.2011 - 09.2018
  • Cultivated leads and prospects
  • Acted as an intermediary between lenders and borrowers
  • Worked various lenders, real estate agents and lawyers
  • Interacted with internal/external partners and business partners
  • Analyzed pay stubs, Credit history, bank statement, tax information and other related documents for adjudication.

Billingual Appraisal Review Specialist

BROOKFIELD RPS
08.2014 - 10.2016
  • Analyzed the appraisal reports to verify compliance with CERC Relocation Appraisal Guidelines
  • Assessed the Broker's Market Analysis
  • Reviewed Homeowner's Property Disclosures
  • Prepared appraisal review reports to establish appraised values based on independent appraiser's anticipated sale prices and findings
  • Interacted with internal/external departments and business partners.

Bilingual Customer Care Repesentative

BROOKFIELD RPS
10.2011 - 08.2014
  • Monitored and analyzed all orders to ensure that all service level agreements were met
  • Liaised between suppliers and requesters
  • Modified and updated status orders as required
  • Triaged and resolved escalations per internal SOPs (Standard Operating Procedures)
  • Performed Value Appeals and provided recommendations
  • Managed email boxes as needed
  • Assisted Client's with technical issues such as password resets
  • Managed the customer Care Voice Mail Box

Bilingual Team Leader Customer Service -Deposits

B2B TRUST
11.2009 - 04.2011
  • Responded to regular and escalated telephone inquiries
  • Resolved regular and escalated client concerns
  • Reviewed and responded to written inquiries from clients
  • Managed and distributed data for client issue resolution
  • Arranged, performed and scheduled training
  • Prepared weekly schedule
  • Worked closely with departments in the organization to improve the workflow of information and implemented procedural changes
  • Monitored queues and ensured calls were answered in a timely manner
  • Managed daily call tickets and own workflow
  • Provided feedback, coached and motivated team members accordingly
  • Prepared bi-weekly quizzes and helped enhance CSR's product knowledge.

Various roles

AMERICAN EXPRESS
10.2007 - 11.2009
  • Bilingual Fraud Representative; Managed establishment productivity objectives
  • In an in-bound/out-bound phone environment provided internal and external customers with premium - servicing
  • Liaise with Corporate security, Authorizations Account Services and Customer Service
  • Analyzed and decided fraud cases
  • Handled calls pertaining to policies and procedures, non-standard or fraudulent situations, etc
  • Reported trends or issues that could impact the overall effectiveness of the customer service and billing processes to management
  • Bilingual Authorization / Account Payable Representative; Authorized approvals and declines
  • Answered cardholders' and Merchants phone and written inquiries concerning their account maintenance, statements, application status, marketing programs, promotions, media announcements etc
  • Identified and analyzed customer files, past due amount and acted accordingly
  • Made incoming/outgoing calls to customers who have not met payment arrangements to collect / negotiate payment
  • Made collection calls using an auto-dialer
  • Met establishment productivity objectives.

Various roles

TD CANADA TRUST
04.2000 - 04.2007
  • Bilingual Senior Fraud Analyst TD Bank Financial Group; Investigated possible counterfeit items, Identified and understood the risks associated
  • Communicated with customer and responded to inquiries
  • Communicated with various departments within the bank
  • Prepared fraudulent activity report
  • Supervised, coached, trained & call monitored a group of 7 to 10 inbound/outbound fraud analyst after business hours
  • Recognized opportunities for improvement by analyzing various situations, recommended solutions and provided follow-ups
  • Met or exceeded quality and statistical targets
  • Motivated and created a positive team atmosphere
  • Bilingual Credit Assistant / Appraisal Reviewer National Mortgage Appraisal Services; Reviewed and processed residential real estate appraisals with the TDCT lending guidelines my excellent analytical and risk management abilities
  • Provided prompt, courteous and professional customer service
  • Acted as a liaison between the branches and the external vendor to ensure efficiency
  • Completed necessary due diligence and documentation in support of the credit applications and ordered appraisals
  • Ordered appraisals and responded to closing officer, underwriter and brokers inquiries
  • Provided feedback and made decision on repairs and improvements to approve/decline dwelling Bilingual Customer Service Representative; Responded to customer service request regarding, VISA, Mortgage, Approving/ declining credit
  • Provided prompt, courteous and professional customer service

Education

Real Estate Course - Certificate -

Ontario Real Estate Association (OREA)
Toronto, ON

Mortgage Agent Course - Certicate -

Canadian Association Accredited Mortgage (CAAMP)
Toronto, ON

Office And Communication - Certificate -

La Cite Collegiale College
Ottawa, ON

High School Diploma -

Charlebois High School
Ottawa, ON

Operational Excellence Foundations Certificate -

LinkedIn Learning
Toronto, ON

Skills

  • Good negotiation skills
  • Experienced in developing and maintaining client relationships
  • Strong organizational, analytical, interviewing, sales, and decision-making skills with sensitivity towards diversity
  • Good knowledge guidelines / regulations applied for adjudication process
  • Excellent Bilingual (English and French) written, verbal, communication, active listening and customer service skills
  • Highly developed interpersonal and communication skills, able to successfully interact with management, clients and peers

Languages

English
French

Timeline

Bilingual Credit Supervisor

Flexiti Financial
03.2022 - Current

Bilingual Senior Escalation Agent

Flexiti Financial
11.2021 - 03.2022

Sales Representative

Royal LePage
04.2019 - 11.2021

Bilingual Internal Sales Mortgage Specialist

FIRST NATIONAL
09.2018 - 07.2020

Billingual Appraisal Review Specialist

BROOKFIELD RPS
08.2014 - 10.2016

Sales Representative

CENTURY21
04.2012 - 09.2018

Bilingual Customer Care Repesentative

BROOKFIELD RPS
10.2011 - 08.2014

Mortgage Agent

CENTUM
05.2011 - 09.2018

Bilingual Team Leader Customer Service -Deposits

B2B TRUST
11.2009 - 04.2011

Various roles

AMERICAN EXPRESS
10.2007 - 11.2009

Various roles

TD CANADA TRUST
04.2000 - 04.2007

Real Estate Course - Certificate -

Ontario Real Estate Association (OREA)

Mortgage Agent Course - Certicate -

Canadian Association Accredited Mortgage (CAAMP)

Office And Communication - Certificate -

La Cite Collegiale College

High School Diploma -

Charlebois High School

Operational Excellence Foundations Certificate -

LinkedIn Learning

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