Sumandeep Bains
Acton,Canada
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Lending Specialist
Bank of Montreal (BMO Financial Group)
10.2021 - Current
- Proficiently provide effortless customer service experience by handling incoming customer calls related to credit and lending services, understand and determine customer needs to recommend specific solutions and working on applications for credit products
- Navigate across multiple systems and software applications, concurrently record customer queries for future reference, follow up with customers request to best meet their expectations
- Cross selling BMO products like Credit cards, Loan products, Lines of credit, overdraft protection, home financing and develop opportunities for Home Advisors and Mortgage Specialist
- Actively manage the social committee by organizing various activities and events within the team, take leadership in conducting team meetings and presentations, send daily updates to the team
- Assist fellow colleagues in any customer queries and provide them product related training.
Associate - Everyday Banking
Bank of Montreal (BMO Financial Group)
02.2021 - 10.2021
- Efficiently managed 80+ customer calls daily related to everyday banking inquiries and issues, resolved customers concerns using standard procedures and escalating non-standard activities as necessary
- Consistently met and exceeded targets set out by management
- Proactively offered advice and guidance on the digital and self-serve options, made it easy, simple and fast to bank with BMO, electronic money transfers, fraud protection on customers bank accounts
- Within the first year of employment, awarded with the Annual Best of the Best BMO 2020, an Ambassador Award for creating effortless customer experience and the ability to excel each day, Quarterly Spotlight Award for excellent performance, and selected to be an Ambassador for United Way to support the community and Wellness Representative for the team.
Title specialist- FNF Canada
11.2018 - 02.2021
- Dealt with any problems or requirements that had be addressed and answered prior to processing such as: notes file, discharge statements, title issues, additional documents, title in maiden name, title in only
- Reviewed and finalized over 200 client documents and process documentation, ensuring 100% compliance with regulatory standards; streamlined signing process reduced turnaround time by 30% for contract approvals
- Dealt directly with lender, broker, law firms and client to resolve issues
- Completed and verify all mortgage information with client
- Prepared documents, attach necessary lender documents
- Prepared document packages and forward to signer
- Requested funds from lender
- Received confirmation of proceeds from lender
- Prepared Statement of Receipts and disbursements.
Customer Service Representative (Credit card division)
Canadian Imperial Bank of Commerce (CIBC)
10.2015 - 07.2018
- Responded to incoming calls within the scope of various initiatives and programs such as cross-selling, product upgrades, retention and loyalty programs that helped clients achieve their financial goals
- Recognize and act on sales opportunities, through sale of appropriate products and services to meet clients’ financial needs and achieve client satisfaction
- Performed renewals of existing client products while identifying opportunities to deepen relationships with clients
- Obtained completed information on the client’s issue, summarized and verified the facts
- Ensured that product solutions offered met client’s financial needs and complied with CIBC policies and regulatory requirements
- Engaged in discussions with potential clients to understand client goals and identify opportunities to expand and/or acquire new business, provided accurate and detailed information when responding to client inquiries while maintaining a high level of professionalism in delivering client service
- Met client satisfaction and productivity targets by understanding client needs, offering first call resolution of issues and referring clients to the appropriate partners for escalating
- Kept current on competitive products applied understanding of market conditions to determine appropriate product matches for cross-selling or resolving clients’ issues
- Multi-tasked with different PC software and Main frame application e.g., TSYS, COINS, CHORDIANT, AS400, ECIF, MS Office Suite.
Customer Service Representative
GEMMA Communication Contact center
07.2015 - 10.2015
- Ranked first in terms of BRS sales by using my selling skills and relationship building
- Maintained constant presence on sales floor to address customer needs and provided the best options according to the need and requirement of the customers
- Enthusiastically conversed with customers about purchases needs and available products
- Responsible for keeping a track of inventory and ordering the desired merchandise.
Customer Service Agent (TGAS)
Toronto Pearson International Airport
12.2014 - 07.2015
- Inspected and verified passenger documentation
- Issued boarding passes and rescheduled passengers affected by flight interruptions or cancellations
- Assisted passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
- Directed passengers through Customs, Immigration, and Quarantine, as required
- Assisted Ramp Service Agents to ensure that wheelchairs, strollers and gate checked bags (cleared through security) were made available for loading upon departure and delivery to passengers upon arrival
- Produced all required, work-related documentation.
Team Leader
Serco Global Services, India
03.2012 - 09.2014
Customer Service Representative
Vodafone India Services Pvt. Ltd
05.2011 - 12.2011
Education
Bachelor of Science in information Technology -
06.2006
Skills
- Loan Servicing
- Documentation Review
- Credit analysis
- Loan Origination
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Customer service-focused
- Decision-Making
- Excellent Communication
- Analytical Thinking
Accomplishments
- CIBC AMAZING Moment for customer satisfaction and Net Promoter Scores are 100%
- CIBC Award of excellence Q3, Q4 2016, Q1 2017
- CIBC excel award in recognition of balanced performance July 2016
- Awarded with the Annual Best of the Best BMO 2022.
Languages
English
Hindi
Punjabi
Interestsandleisureactivities
- Travelling, enjoying the outdoors.
- Listening to music
- Exploring the Internet
References
References are available upon request
Timeline
Lending Specialist
Bank of Montreal (BMO Financial Group)
10.2021 - Current
Associate - Everyday Banking
Bank of Montreal (BMO Financial Group)
02.2021 - 10.2021
Title specialist- FNF Canada
11.2018 - 02.2021
Customer Service Representative (Credit card division)
Canadian Imperial Bank of Commerce (CIBC)
10.2015 - 07.2018
Customer Service Representative
GEMMA Communication Contact center
07.2015 - 10.2015
Customer Service Agent (TGAS)
Toronto Pearson International Airport
12.2014 - 07.2015
Team Leader
Serco Global Services, India
03.2012 - 09.2014
Customer Service Representative
Vodafone India Services Pvt. Ltd
05.2011 - 12.2011
Bachelor of Science in information Technology -
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