Prabhjot Singh

Responsible, adaptive and diligent professional committed to high standards of service, self-control and integrity. Possesses exceptional interpersonal skills. Can multi-task, work under pressure and meet tight deadlines. Organized, Analytical, Dedicated with independent decision making and problem-solving abilities. Exposure to internal or external audits, process improvement initiatives and other internal control enhancements.

COMPLIANCE OFFICER                                                                       June 2022- Present 

Questrade Financial group, North York, Ontario  

• Support the creation, development and execution of the Regulatory Risk Assessment process, and the Monitoring and Testing strategy.
• Support and perform Regulatory Risk Assessments.
• Perform compliance testing of the 1LOD, document regulatory controls, identify and document issues of non-compliance and monitor issue remediation status.
• Review and update policies and procedures as required.
• Be the key contact for business and support units in the following areas:, RCM, AML Complaints Handling, Documentation Management, Production Orders, Privacy, Clear Language, Related Party and AODA.
• Responsible for preparation and submission of Suspicious Transaction Reports to FINTRAC, OSFI corporate filings and FCAC aggregate reportable complaint filing.
• Investigate complaints in compliance with consumer protection framework and regulations to determine complaint merit. 
• Support the management of operational aspects of all regulatory requirements by supporting business units in the day to day application of policies and procedures, providing advisory for case escalations, incident management, reviewing correspondence, and recommending process improvements as deemed necessary.
• Pursuant to OSFI Guideline E-13 (RCM), proactively monitor legislative and regulatory updates for impact to the organization.
• Review and provide support in the development of new products and initiatives to ensure compliance with the applicable regulations related to items such as marketing materials, forms and third-party agreements with service providers.
• Conduct required research and liaise with other departments to obtain information required for periodic reporting to the Board and Senior Management.
• Track and maintain compliance metrics, risks and trends on customer complaints, privacy breaches and compliance gaps.
• Lead all documentation management and record retention process across the company. Managing all updates of policies, procedures, forms and templates, including version controls and approvals for audit and external requesting agencies.
• Work with management and external stakeholders on matters such as responding to production orders, audit examinations and guideline interpretations.
• Assessing newsletters for identification, conducting compliance reviews of marketing material and social media posts.
• Perform regular and ad-hoc reporting to regulatory agencies on reportable items such as AML suspicious transactions, privacy breaches and complaints.

CUSTOMER LOYALTY AGENT

Allstate Insurance, Markham, Ontario                                                      May 2021- June 2022

• Analyze the client’s current and future requirements and make recommendations on products that would best suit their needs. 
• Provide personalized service while being a Trusted Advisor with respect to insurance and sending replies to on-line requests. 
• Manage policy renewal process and client inquiries to make changes to their policies. 
• Promoting client loyalty through attention to detail and relationship building during policy renewals and updates. 
• Assisting as Front-line underwriter. 
• Provide support and guidance when handling First Notice of Loss (FNOL) initial claim calls. 
• Document loss details in the claim system and perform specialised tasks and ensure claim is assigned to a claim Advisor. 

CREDIT CARD OFFICER                                                                         June 2020- April 2021

TD Bank, Markham, Ontario 

• Adjudicating upon client care concerns diligently, determining and implementing methods to aid investigations, assessing and resolving customer complaints. 
• Escalating/ transferring sensitive case files to the concerned departments for review, sending alerts for suspicious activities and escalating when necessary with the Fraud and loss prevention teams.
• Multi-tasking, dealing with escalations while raising sensitive matters to appropriate departments, supervisors and concerned branches and taking follow-ups through emails and phone calls to provide legendary experiences and trusted advice. 
• Handling high volumes and working tight deadlines while ensuring customer satisfaction is maintained, productivity standards are achieved and Service Level Agreements are met or exceeded.

INSURANCE ADVISOR   (Contract)                                                     November 2019- March 2020   

CAA Insurance, Thornhill 

• Answering incoming customer calls pertaining to automobile and property insurance, billing and general concerns regarding the existing insurance policies including policy renewals.  
• Collecting information from the clients on their risk profiles including their driving experience, prior convictions and insurance history.
• Refer unresolved and pending customer grievances to the concerned departments for further investigation.

ADVOCATE     (Part-time)                                                                            December 2017- July 2019     

Chugh Associates, Punjab, India  

• Advise clients concerning claim liability, advisability of prosecuting or defending lawsuits or legal rights and obligations.
• Interpretation and application of Acts, legal statues, bi-laws and regulations for individuals and businesses.
• Evaluating findings, develop strategies and arguments in preparation for presentation of cases. 
• Gathering and analyzing evidences to be presented before the court of law. 
• Interviewing clients, complainants and witnesses and recording statements. 
• Presenting cases before the court of law including presenting of evidences and examination and cross- examination of witness. 
• Pleading and drafting of plaints and written statements. 

OPERATIONS & COMPLIANCE OFFICER                                                       July 2015- June 2019

Grand Mechanical Works, Punjab, India

• Providing technical advice and guidance to client upon the question of interpretation and application of legislations.
• Supporting and facilitating business practice solutions, resolution of complaints to insurance SOP’s are followed and compliance requirements are met. 
• Monitoring and accessing business practices and preparing case reports in accordance with case follow ups and business requirements. 

Juris Doctor (JD)/ Bachelor of Law (L.LB.) 

Bachelors of Commerce (B.Com)