ARLENE BRYAN-SWANSON
Summary
Accomplished professional with extensive expertise in payment processing, customer service, and business development. Demonstrates exceptional attention to detail and proficiency in financial reporting, account management, and data entry. Adept at account reconciliation, staff training, and customer needs analysis. Skilled in task prioritisation, clear communication, and stakeholder relationship building. Proven track record in B2B and B2C sales, strategy development, financial analysis, and customer retention. Strong understanding of foreign currency transactions and interpersonal communication skills. Experienced in promotional planning, audit coordination, records management, service agreements, client service, profit and loss analysis, problem-solving strength, and policies and procedures adherence.
Overview
26
26
years of professional experience
Work history
INFORMATION SUPPORT OFFICER
RBC Royal Bank (Trinidad & Tobago) Limited
01.2003
- Telephone operations, standing orders, authorisations, salary queries
- Opened new accounts for personal and business clients for both loans and investments
- Managed all incoming calls to staff via PBX system
- Managed Standing Order portfolio, account authorisations
- Assisted with the processing of loan transactions and queries
- Resolved salary queries
AUDIT AND RECONCILIATION OFFICER
RBC Royal Bank (Trinidad & Tobago) Limited
01.2015 - Current
- Communication
- Cross Selling/Business Development
- Portfolio Management
- Ability to work with teams across a variety of units
- Data Analysis
- Needs Assessments
- Outstanding written and communication skills
- Ensure adherence to Enterprise General Ledger Attestation Policy, Service Level Agreements and Internal Operational Controls
- Maintain and strengthen relationships with business partners, other Caribbean jurisdictions and external parties in the management of portfolios by proactively knowledgeably addressing issues to enhance the satisfaction of both the internal and external customer
- Proactively identify and escalate process challenges to Senior Reconciliation Officers and management
- Recommend process improvements to enhance efficiencies and effectiveness within my team and unit by extension whilst driving continuous improvements
- Identify, escalate and track entries processed to my portfolio to resolve issues and outages within an appropriate timeframe and manner
- Resolve unique and complex investigations for specialized products and services requiring the use of various systems and applications
- Acted as a Subject Matter Expert assisting with on boarding and reconciliation of accounts
- Daily reconciliation of accounts within the Credit Card Accounts Department for local and regional jurisdictions
- Completion and ongoing review of appropriate supporting documentation for reconciliation processes for accounts under my purview
- Follow established coaching routines
- Cross-train in multiple processes to support and provide relief
- Training and coaching team members on accounts and in-house projects within the department
SENIOR ACCOUNT MANAGER, SUPERVISOR
RBC Royal Bank (Trinidad & Tobago) Limited
01.2007 - 01.2015
- Directly responsible for the assessment, management and processing of Govt
- Higher Education Loan Plan (H.E.L.P.) Applications and UWI Cess portfolio for Trinidad and Tobago
- Interviewing potential clients for credit facilities
- Handling the delinquency portfolio, queries, preparation of monthly returns and correspondence to clients, trustees, attorneys, Ministry of Tertiary Education and Skills Training
- Processing of monthly diaries for collection of outstanding payments
- Providing support to internal and external units and business partners
- Increasing the Bank's revenue via business development efforts
- Supervised a team of five (5)
ASSISTANT PERSONAL BANKING REPRESENTATIVE
RBC Royal Bank (Trinidad & Tobago) Limited
01.2005 - 01.2007
- Provision of service to the mass market in the area of lending and investments
- Provided lending services to the mass market in the area of lending and investments
- Interviewed clients interested in applying for credit and investments and provided solutions for both short, medium and long-term goals
- Proactively monitored customer base seeking opportunities to increase revenue
- Maintained customer records to ensure the most up-to-date information was captured
- Support additional projects and tasks related to the broader Customer Success team
- Monitored and managed the delinquency portfolio to determine reasons for arrears and implemented the plans for corrective action
FOREIGN BUSINESS REPRESENTATIVE
RBC Royal Bank (Trinidad & Tobago) Limited
01.2003 - 01.2005
- Managed portfolio of collections, letters of credit, bonds, foreign standing orders, foreign transfers, wire transfers and manager's cheques
- Completed monthly returns
- Investigated and resolved queries for corporate and private banking clients
CUSTOMER SERVICE REPRESENTATIVE
RBC Royal Bank (Trinidad and Tobago) Limited
01.2000 - 01.2003
- Cash operations and new accounts
- Balanced assigned cash via daily system reports
- Handled both cash and non-cash transactions
- Opened new accounts and various investment instruments
- Maintained customer relationships by marketing the bank's products and services
- Investigation and resolution of customer queries and concerns
TRAINEE
Roytec, Royal Bank
01.1999 - 01.2000
- Apprenticeship Programme)
- Customer relations, teller operations, product knowledge, fraud awareness and money laundering
Education
Introduction to Risk Management -
Diploma - Careers Counselling
Diploma - Project Management
Diploma - Introduction
U.K. Law
Certificate in Legal Studies and the Judicial System Certificate in Introduction to Contracts in Law Certificate in Employer/Employee Law Certificate in Fundamentals of Business Law - undefined
RBC
Certificate in Achievement-Working Agile (2022) Certificate in Achievement-Cross Functional Collaboration (2021 - undefined
Synergy Training Institute
Certificate in Paralegal Studies (2020 - undefined
Certificate in Contracts and Procurement (2023) Certificate in Airline Reservation and Travel Agent Operations (2023) Moresteam: Lean Six Sigma Yellow Belt Certified (2015 - undefined
Institute of Commercial Management
Development Culture And Gender Affairs Certificate in Events Management RBC Royal Bank T&T Limited Courses Introduction to Risk Management - undefined
Diploma - Fundraising
Real Estate
2023
Certificate in Supervisory Management - undefined
2023
Certificate- Introduction to Real Estate Sales (2022) Minitab: Lean Six Sigma White Belt Certified (2022) Alison Online - undefined
2022
Diploma - Nature and Organisation of Project Management
2009
Diploma - Human Resource Management
2008
Diploma - Numeracy & Accounting
2006
Diploma - Management & Computer Systems
Ministry of Community
2005
RBC: Operational Risk Awareness/Programmes - undefined
1999
Skills
- Payment Processing
- Customer Service
- Business development
- Attention to Detail
- Financial reporting
- Account management
- Data Entry
- Account reconciliation
- Staff training
- Customer needs analysis
- Task prioritisation
- Clear communication
- Stakeholder relationship building
- B2B and B2C sales
- Strategy development
- Financial analysis
- Customer retention abilities
- Account management understanding
- Foreign currency transactions
- Interpersonal communication skills
- Promotional planning
- Audit coordination
- Records management
- Service agreements
- Client service
- Profit and Loss Analysis
- Problem solving strength
- Policies and procedures
Accomplishments
- Anti-money Laundering and Terrorist Financing
- Combating Money Laundering
- General Ledger Attestation Policy Training
- Fundamentals of Privacy and Security Training
- Fraud Awareness and Protection
- Customer Service Delivery
- Consumer Lending
- Sales Training
- Awards
- Leap Circle Lead (2024) for leading a team of nine (9) persons through six (6) week learning programme on Business Data Analysis
- Recipient of a Silver Award at RBC Royal (Trinidad and Tobago) Limited for Management of the Student Loan Portfolio for the period 2007-2015
- Hobbies
- Event Planning, Cooking, Fundraising
- Philanthropy
- Making a positive impact on the lives of youth and underprivileged in the community is a key focus, with a commitment to partnering with the Oropune Police Youth Club by providing full scholarships for certificate and diploma-level programmes in various fields.
Timeline
AUDIT AND RECONCILIATION OFFICER
RBC Royal Bank (Trinidad & Tobago) Limited
01.2015 - Current
SENIOR ACCOUNT MANAGER, SUPERVISOR
RBC Royal Bank (Trinidad & Tobago) Limited
01.2007 - 01.2015
ASSISTANT PERSONAL BANKING REPRESENTATIVE
RBC Royal Bank (Trinidad & Tobago) Limited
01.2005 - 01.2007
INFORMATION SUPPORT OFFICER
RBC Royal Bank (Trinidad & Tobago) Limited
01.2003
FOREIGN BUSINESS REPRESENTATIVE
RBC Royal Bank (Trinidad & Tobago) Limited
01.2003 - 01.2005
CUSTOMER SERVICE REPRESENTATIVE
RBC Royal Bank (Trinidad and Tobago) Limited
01.2000 - 01.2003
TRAINEE
Roytec, Royal Bank
01.1999 - 01.2000
Diploma - Careers Counselling
Diploma - Project Management
Diploma - Introduction
U.K. Law
Certificate in Legal Studies and the Judicial System Certificate in Introduction to Contracts in Law Certificate in Employer/Employee Law Certificate in Fundamentals of Business Law - undefined
RBC
Certificate in Achievement-Working Agile (2022) Certificate in Achievement-Cross Functional Collaboration (2021 - undefined
Synergy Training Institute
Certificate in Paralegal Studies (2020 - undefined
Certificate in Contracts and Procurement (2023) Certificate in Airline Reservation and Travel Agent Operations (2023) Moresteam: Lean Six Sigma Yellow Belt Certified (2015 - undefined
Institute of Commercial Management
Development Culture And Gender Affairs Certificate in Events Management RBC Royal Bank T&T Limited Courses Introduction to Risk Management - undefined
Diploma - Fundraising
Real Estate
Certificate in Supervisory Management - undefined
Certificate- Introduction to Real Estate Sales (2022) Minitab: Lean Six Sigma White Belt Certified (2022) Alison Online - undefined
Diploma - Nature and Organisation of Project Management
Diploma - Human Resource Management
Diploma - Numeracy & Accounting
Diploma - Management & Computer Systems
Ministry of Community
RBC: Operational Risk Awareness/Programmes - undefined
Introduction to Risk Management -
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