PRIYA SHARMA
LAURENTIAN BANK
3
Languages
1
Certification
5
years of professional experience
Dynamic and goal-oriented professional with a Level 1 Mortgage Agent certification and over four years of experience in mortgage, digital, deposits, and investment lending customer service at a leading Canadian financial institution. Expertise in managing high-volume telephone and written inquiries while effectively resolving complex client concerns has resulted in consistent recognition for delivering exceptional customer satisfaction and operational excellence. A strong focus on enhancing client relations and loyalty has led to significant improvements in service delivery. Committed to leveraging industry knowledge to drive results and foster positive experiences in fast-paced environments.
Work History
Customer Service Officer- Mortgage and Investment Lending
4 Years 10 Months- Served as the primary point of contact for clients, financial advisors, and dealer head offices across Canada regarding residential Mortgages, RSP Loans, and Investment Loans.
- Managed approximately 1,095 inbound calls and emails monthly, resolving mortgage and lending inquiries efficiently while maintaining high first-contact resolution rates — exceeding quarterly call targets by 121+
interactions above team average. - Guided clients through mortgage product features, lending terms, and documentation requirements, identifying cross-sell opportunities and referring clients with non-mortgage needs to appropriate internal partners.
- Resolved complex customer complaints and escalated persistent issues to senior staff or specialized departments, ensuring timely fund advancement and client satisfaction.
- Collaborated with credit officers, administration, and internal stakeholders to support seamless case management and mortgage fulfillment from application through to funding.
- Maintained current knowledge of mortgage product features, CRA standards, organizational policies, and regulatory requirements — directly supporting compliance integrity in a lending environment.
- Documented customer updates and case statuses in internal systems to ensure cross-team visibility of outstanding transactions, issues, and opportunities.
- Ranked 4th among inbound agents bank-wide in year-end performance review; exceeded Q1 call volume targets by 12% while sustaining quality metrics.
Education
Associate of Applied Science - Biotechnology
Bachelor of Technology - Biotechnology
Skills
Mortgage & Investment Lending Knowledge
Client Needs Assessment & Referrals
Issue Escalation & Resolution
Regulatory & CRA Compliance Awareness
High-Volume Inbound Call Management
Cross-functional Stakeholder Collaboration
Data Analysis & Reporting
Sales Opportunity Identification
Complaint Resolution & Customer Retention
Bilingual Client Communication (English/Hindi/Punjabi)
Accomplishments
- Ranked 5 among 500 students in an aptitude test held at college.
- Ranked 4 among Inbound agent within our bank in year-end performance.
- Exceeded quarterly call targets by 121+ interactions above team average.
- Exceeded Q1 call volume target by 12% while maintaining quality metrics.
Languages
English
Hindi
Punjabi
Certification
- Inbound Sales Certificate, HubSpot Academy, 2019-01-01, Online
- Mortgage Agent level 1, Remic, 2026-07-24
Timeline
Customer Service Officer- Mortgage and Investment Lending
LAURENTIAN BANK
08.2021 - 06.2026Read More
Centennial College of Applied Arts And Technology
Associate of Applied Science from Biotechnology
Read More
Kurukshetra University
Bachelor of Technology from Biotechnology
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