Annastacia Richards

• Assessed credit risk across Trinidad & Tobago, Barbados, Northern Caribbean, and Dutch Caribbean regions.
• Demonstrated extensive knowledge of credit policies and guidelines.
• Identified opportunities for banks and clients to enhance overall performance.
• Coached partners daily to develop skills and competencies.
• Recommended alternative structures aligned with bank's risk appetite.
• Maintained turnaround times according to service level agreements.
• Completed reports promptly, ensuring comprehensive clarity.
• Educated Sales Professionals on rationale behind application decisions for enhanced transparency.

• Led team and branch teams to consistently deliver exceptional client experiences by understanding and anticipating client needs.
• Coached teams to build relationships with existing and new clients, focusing on retention and portfolio growth.
• Modeled Sales & Service Experience Behaviors to enhance client engagement and capture new business opportunities.
• Acted as an RBC ambassador for digital client solutions, educating clients on Multi-channel & Digital offerings.
• Oversaw all franchise aspects including operational risk management, talent deployment, and community engagement.
• Facilitated organizational change through effective communication, creating awareness and support for necessary transitions.
• Promoted a culture of openness to coaching and feedback, ready to adapt and innovate for high performance.
• Represented RBC within communities by engaging with family, friends, and local networks.

• Managed regional team for credit screening and mortgage disbursement, ensuring compliance with lending policies.
• Championed product and process improvements to enhance client experience and service effectiveness.
• Directed coaching routines, providing feedback to reinforce client-centric approach within team.
• Monitored performance against benchmarks and ensured achievement of service level agreements.
• Analyzed feedback to continuously improve end-to-end client experience and operational efficiency.
• Communicated updates on RBC policy changes to ensure team adherence and compliance.
• Balanced shareholder risk with client experience in decision-making processes.
• Fostered internal networks to identify business opportunities and enhance sales efficiency.

Supported Specialized Sales Force in operations, risk management, and regulatory compliance functions.

• Provided administrative assistance to Mortgage Specialists for timely processing of mortgage applications.
• Verified all documents to ensure adherence to RBC’s policies and lending guidelines prior to application submission.
• Acted as primary contact for clients throughout mortgage process until disbursement.
• Prepared Mortgage Contracts and coordinated engagement with attorneys.
• Liaised with attorneys to verify collateral perfection before mortgage loan disbursement.
• Organized mortgage seminars to enhance team knowledge and client engagement.

Delivered regional support to Sales Professionals for credit verification and loan closing documentation.

• Executed credit verification and due diligence in line with Group Risk Management guidelines.
• Ensured compliance with credit risk guidelines to address operational risk issues.
• Prepared loan and mortgage contracts tailored to individual credit applications for seamless closing.
• Identified areas of operational risk or potential losses, recommending corrective action plans.
• Exercised sound judgment in balancing risk management with client experience.
• Consistently met timelines in collaboration with clients and colleagues.
• Assisted in management duties during absence of Manager.

Delivered superior client experience and achieved sales goals through comprehensive financial assistance.

• Managed portfolio of clients to maintain exceptional service standards.
• Provided tailored financial advice on mortgages, loans, credit cards, deposits, and investments.
• Assessed client financial needs and proposed suitable product solutions to foster long-term relationships.
• Utilized full RBC product suite for personal markets, including insurance and mutual funds.
• Conducted due diligence on credit applications, ensuring data integrity and transaction understanding.
• Developed client strategies and proactive contact plans using sales and advisory tools.
• Trained junior staff to enhance referral skills, increasing overall sales performance.

Assisted clients in planning short-term and long-term financial goals.

• Solicited and procured applications for Bank’s savings and investment ScotiaLife products.
• Effectively sold ScotiaLife savings and investment products to maximize revenue.
• Recommended tailored investment solutions based on specific client needs.
• Developed and enforced innovative marketing strategies to capture new business.
• Motivated in-house staff to achieve peak performance and increase sales.
• Provided exceptional customer service by promptly resolving all client concerns.