Summary
Overview
Work History
Education
Skills
Reference
Timeline
Generic

Tiancheng Jiang

Calgary

Summary

  • 5+ years of customer service experience with a focus on active listening, problem-solving, and building long-term client relationships.
  • A self-motivated professional with a proven ability to exceed targets while collaborating effectively within a team.
  • Detail-oriented with a strong ability to manage complex documentation and ensure accuracy.
  • Technical proficiency in CRM systems, CSA,Google Suite (Google Sheets), and financial software (e.g., SAP).
  • Bilingual, professional proficiency in English and Mandarin

Overview

7
7
years of professional experience

Work History

Everyday Banking Advisor I

ATB Financial
06.2024 - Current
  • Managed diverse loan applications and maintained meticulous documentation to ensure compliance.
  • Recognized as a trusted problem-solver within the branch, relied upon by colleagues to address challenges and provide effective solutions.
  • Leveraged CRM and SAP systems, including various T-codes, to troubleshoot client issues and fulfill back-office requests.
  • Oversaw cash management operations, encompassing the organization of cash movement documentation, processing cash shipments to RCM or Garda, and investigating discrepancies.
  • Prepared and analyzed daily and monthly internal balance reports, ensuring accuracy and compliance with organizational standards, while resolving discrepancies promptly.
  • Collaborated cross-departmentally with teams such as Client Care, Wire Operations, ATB Risk, and Asset Management to optimize client service experiences and achieve organizational goals.
  • Oversee the branch email account and guarantee timely responses to all incoming inquiries.
  • Exceeded sales targets while managing multiple responsibilities, demonstrating strong time management and prioritization skills.
  • Expanded role capabilities by handling complex tasks beyond core responsibilities, including various lending processes such as land-secured lending.
  • Facilitated the onboarding of new Customer Service Representatives and Everyday Banking Advisors by providing training and mentorship. Ensured their comfort with systems and compliance, and seamless integration into the team.

Customer Service Representative

ATB Financial
03.2023 - 06.2024
  • Collaborated with relationship managers, lawyers, and relevant departments to accurately process personal and business loan payouts.
  • Oversaw the cheque deposit and scanning process, including discrepancy management and collaboration with other departments to resolve issues.
  • Handled all third-party requests, including CRA payment demands and court information requests, by implementing BP Locks and account locks or directing them to the appropriate department.
  • Provided support to EBAs and BAs for their service and maintenance requests, including but not limited to third-party wire transfers, using T-codes for client issue investigation, and processing various cash receipts and payment orders.
  • Oversee and ensure the timely and accurate distribution of all incoming and outgoing mail within the branch.
  • Delivered exceptional customer service by proactively greeting clients, resolving complex issues, and building long-term relationships.
  • Taking the right action to assist the client and reduce loss when identity fraud or uncommon activities occur on their account.
  • Provided training and mentorship to new Customer Service Representatives, facilitating their onboarding and integration into the team.
  • Identified opportunities to deepen client relationships by referring clients to branch advisors for tailored financial solutions.

Small Business Partner

Sino Canada Trading
09.2019 - 01.2022
  • Launched and managed an online shopping platform during COVID-19, adapting to market needs and maintaining an average monthly revenue of $35K.
  • Built and maintained long-term client relationships by offering competitive pricing and personalized service.
  • Negotiated with suppliers to reduce operational costs and stay updated on market trends.
  • Trained customers on using a mobile ordering system, improving their experience and increasing engagement.
  • Demonstrated strong problem-solving skills by addressing customer complaints and implementing effective solutions.
  • Managed Sales and stock reports to ensure accurate inventory management during operations.

Sushi Store Supervisor

Sense Of Tokyo
01.2018 - 09.2019
  • Supervised daily operations, ensuring compliance with safety procedures and food handling regulations.
  • Managed a team of waiters and kitchen staff, fostering a positive work environment and providing constructive feedback.
  • Managing and tracking the store ingredient level
  • Generated daily closing reports, verified transactions, and resolved cash discrepancies promptly.
  • Onboarded new staff by conducting safety orientations and training on workflow procedures.

Education

BBA - Major in Marketing, And Minor in Economics

University of New Brunswick
SAINT JOHN
06-2019

Skills

  • Technical Proficiency: CRM systems,CSA, EVA, MCAT, A/O, Unleashed, Google Suite (Google Sheets), SAP
  • Communication: Exceptional verbal and written communication skills in English and Mandarin
  • Problem-Solving: Proven ability to analyze issues, identify root causes, and implement effective solutions
  • Team Collaboration: Experience working in cross-functional teams to achieve organizational goals

Reference

Available upon request

Timeline

Everyday Banking Advisor I

ATB Financial
06.2024 - Current

Customer Service Representative

ATB Financial
03.2023 - 06.2024

Small Business Partner

Sino Canada Trading
09.2019 - 01.2022

Sushi Store Supervisor

Sense Of Tokyo
01.2018 - 09.2019

BBA - Major in Marketing, And Minor in Economics

University of New Brunswick

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Tiancheng Jiang