Maruf Ashraf
Client Operations Administrator @Questrade Financial Group
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WORK HISTORY
Client Operations Administrator @Questrade Financial Group
North York, ON, CA
Processed 100-120 client service requests daily, such as fund withdrawals via EFT, wire, and cheques, setup banking, account closures, within strict timelines, consistently maintaining 100% accuracy. Performed estate settlements by reviewing client-submitted documentation, obtaining necessary approvals, and executing accurate and timely payouts, ensuring compliance with internal policies and regulatory requirements. Processed bankruptcy cases by reviewing trustee demand letters, implementing account freezes, liaising with trustees, and processing disbursements in accordance with legal and institutional guidelines. Actioned CRA Request to Pay (RTP) demands by freezing affected accounts, coordinating with internal teams, and ensuring accurate and timely remittance of funds to the Canada Revenue Agency in compliance with regulatory standards. Contributed to the withdrawal automation project by performing thorough data validation and data cleansing to ensure accuracy, integrity, and readiness of data for successful system implementation.
EDUCATION
Toronto Metropolitan University
Workplace Communication in Canada for Financial Service Professionals
American International University-Bangladesh
B.Sc. in Engineering
University of Dhaka
Master of Business Administration (M.B.A.)
SKILLS
ABOUT MARUF ASHRAF
Skilled Business Process Analyst with a proven track record in driving operational efficiency, enhancing customer satisfaction, and delivering successful projects. I excel in process mapping, analysis, and optimization, collaborating with cross-functional teams to identify improvement opportunities and implementing effective solutions. With a strong background in banking operations and projects, I am focused on streamlining processes and delivering exceptional results. As a Business Process Analyst, I led the development of over 100 end-to-end business processes, resulting in enhanced efficiency and elevated customer satisfaction. I utilized thorough process mapping and analysis to identify areas for improvement and recommended updated workflows through benchmarking and root cause analysis. By collaborating with stakeholders across departments, I addressed process-related issues and provided training to customer service officers, ensuring smooth adoption of new processes and applications. In my role as an Operations Specialist, I processed a high volume of customer onboarding applications and transactions daily while maintaining regulatory compliance. Promptly addressing customer inquiries from multiple channels, I provided accurate resolutions, ensuring a positive customer experience. Additionally, I implemented a system for organizing customer records, improving process efficiency. As a Business Analyst, I played a pivotal role in the successful launch of \'IFIC Mobile Financial Services.\' Through effective collaboration, I contributed to planning, development, testing, and implementation of the product. I conducted meetings and workshops to gather information and ensure project progress. Furthermore, I developed project documentation and provided training to operations, customer service, and contact center teams, ensuring the effective delivery of mobile financial services- Process mapping and analysis | Workflow optimization | Benchmarking | Root cause analysis | Training and support delivery | Customer service resolution | Regulatory compliance | Project documentation | Meeting facilitation | Mobile financial services implementation
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