Lesley Young
Calgary,AB
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
23
23
years of professional experience
Work History
Inbound Fraud Advisor (Secondment)
Scotiabank
Calgary, AB
11.2022 - 02.2023
- Answered incoming calls from customers, complete fraud reports, itemize fraudulent transactions, obtain details for card replacement and communicate with various departments within the bank to help mitigate potential fraud losses
- Reviewed declined transactions, authorizing only those deemed legitimate through thorough analysis and customer verification
- Managed transferred calls from Contact Centres regarding lost/stolen card transactions, ensuring immediate updates to card/account status on all relevant systems and electronic warning bulletins.
Business Controls Specialist
Scotiabank
Calgary, AB
06.2017 - 11.2022
- Conducted independent and reliable next day review to guarantee compliance with Bank governing regulations, internal policies, and operational procedures.
- Provide daily regulatory oversight to Branch Management Teams ensuring adherence to the effectiveness of Operational Risk, Know Your Customer, Regulatory Compliance Risk, Anti-Money Laundering/Anti-Terrorist Funding risk
Manager Customer Service
Scotiabank
Calgary, AB
10.1999 - 06.2017
- Oversaw day to day operations of Branch to ensure all policies/procedures adhered to
- Hired and oversaw training and mentored new Customer Representatives
- Monitored staff performance through regular coaching and performance reviews
- Completed daily reviews of all Branch processing including retail lending, investments, day to day and small business banking
- Handled all customer concerns, real estate issues and human resource inquiries
Education
High School Diploma -
Lord Beaverbrook Senior High School
Calgary, AB06-1988
Skills
- Account Information Review
- Policy Enforcement
- Problem Solving Capabilities
- Conflict Resolution Abilities
- Detail Oriented
- Critical Thinking
Accomplishments
- 3 Best of the Best Branch awards
- 2 Best of the Best Individual awards
Timeline
Inbound Fraud Advisor (Secondment)
Scotiabank
11.2022 - 02.2023
Business Controls Specialist
Scotiabank
06.2017 - 11.2022
Manager Customer Service
Scotiabank
10.1999 - 06.2017
High School Diploma -
Lord Beaverbrook Senior High School