Fatema P.

Financial Services Representative @Wealthsimple

CA

Solving 200+ tickets weekly and consistently achieving the Service Level Agreement (SLA).• Making scheduled calls to clients seeking Transfers assistance, ensuring timely and personalized support.• Facilitate new client account openings, while guiding them to initiate transfers on the app/website.• Deliver comprehensive education and training to clients on Wealthsimple’s platform to maximize their understanding and usage.• Consistently deliver high quality customer experience by troubleshooting customer problems everyday through a variety of channels I.e. voice, emails, and chats.• Going above and beyond for clients internally by helping them get well deserved exceptions(as and when applicable) and considering them first and making transfers as simple aspossible.• Educate clients about the process of transferring their investment accounts to Wealthsimple in a simple and accessible way and proactively address errors or delays in their transferprocess. This is achieved by guiding them on our mobile app and website.• Foster strong relationships with clients and internal teams to drive results and get things done efficiently.• Retain existing and on-board new clients with regard to transfer of their investment accounts from external financial institutions to Wealthsimple, directly resulting in increasing assets under management (AUM).• Demonstrated proactivity, assertiveness, and attention to detail when handling complex or difficult tickets, employing empathy to de-escalate and resolve client concerns effectively.• Provide mentorship and support to new team members, sharing knowledge on transfer concepts and ensuring they felt equipped to assist clients and resolve concerns.• Treat all tasks with a sense of urgency to ensure swift resolutions and outcomes that positively impact client satisfaction.• Share valuable insights and feedback internally to identify trends, pinpoint areas of improvement, and support continuous product enhancements.

KC College

Bachelor of Arts - BA, Psychology

The Alexandra Girls English Institution

SSC