Amina Sultan

Credit Counsellor @CIBC

Toronto, ON, CA

Working on a diverse portfolio of credit products- Engaging with clients empathetically to assess their financial situations, ensuring a thorough understanding of their priorities while advising on effective repayment options to resolve outstanding debts- Educating clients on the terms and conditions of their contractual obligations, empowering them to prevent further delinquencies- Demonstrating call ownership by managing both incoming and outgoing calls in a friendly, courteous, and professional manner, achieving high client satisfaction rates as a top-performing new hire- Implementing various tailored payment solutions- Maintaining high productivity metrics, including low average call handling time, low after-call work, high cures and calls per hour- Utilizing multiple host systems to efficiently navigate client records and document complaints in the ECRM, ensuring accurate tracking and resolution of issue- Applying strong problem-solving skills to gather necessary information and leverage networks for effective solutions to client needs