1. SAO KHWA CHANG
20 – 800 Dundas Street West, Mississauga, Ontario, L5C 4S8
Telephone: (905) 232-0303 ● E-mail: sao@rogers.com
CAREER PROFILE
o Highly motivated individual with advanced organizational knowledge and a broad range of
operations processes and procedures
o Skilled in conflict resolution, facilitating diverse learning, and building productive relationships
with both clients and staff
o Work in diverse roles and environments has fostered an ability to multi-task, prioritize, and manage
competing deadlines
o Proven track record of continued excellence in customer service and client support
o Dedicated self-starter with the ability to work efficiently in both independent and team
environments with minimal supervision
WORK EXPERIENCE
January 2013 – Present
Royal Bank of Canada, Auto Financing Funding - Account Service Agent
o Responsible for validating and processing transactions for Auto, Recreational and Marine
product loan applications utilizing various RBC systems to ensure quality and accuracy
o Effectively communicate with Dealer/Client for clarification on procedures and escalated items
o Ensure ongoing compliance with variance authority policies and lending guidelines
o Work as lead rush request processor, efficiently multi-tasking and handling escalations on a priority
basis
o Regularly act as a first point of contact for team members to ensure difficult situations and
escalations are both resolved and understood
August 2013 – October 2014
Royal Bank of Canada, Auto Financing Funding – Back Up Specialized Service Officer
o Was assigned the role of Back Up Specialized Service Officer to help the evening shift of newly
trained agents on funding Personal deals
o Helped guide the team through the introduction of new RBC applications / system navigational
changes, and the funding of Third party deals
o Acted as the go to agent answering questions for Personal, Business, Third party deals and on the
new process changes introduced for funding
o Provided training for new recruits on workflow funding
o Compiled and created new workflow job aids to accommodate the system and process changes
January 2012 – January 2013
Royal Bank of Canada, Home Equity Funding & Activation - Account Service Agent
o Activated mortgages, prepared GLs and verified Lawyers Trust Accounts and other information for
funding mortgage requests
o Regularly prepared mortgage funding wire letters and faxes to lawyers ensuring both accuracy and
professionalism
o Responsible for the wiring of funds to lawyers using internal systems

2. o Developed strong business relationships through communication with service partners and sales
units for clarification and information
o Collaborated and coordinated with various departments in the Processing Service Centre to ensure
ongoing client satisfaction and organizational profitability
October 2007 – January 2012
Royal Bank of Canada, Homeline Mortgages Allocation - Account Service Agent
o Processed high volume requests for reallocation and maintenance of Homeline Mortgage/Loan
products and prepared, submitted GLs
o Verified and determined the application for errors in order to complete allocation
o Closed or Paid-down existing Mortgage/Loan, maintained specific RBC Mortgage products by
increasing/decreasing the authorized limit
o Credited and debited client payment accounts and regularly wire transferred funds to RBC sales
units
September 2006 – October 2007
Royal Bank of Canada, Records & Distributions - Account Service Representative
o Prepared and processed various mortgage documents for imaging purposes
o Maintained a high level of accuracy and ensured the appropriate documents were placed and
separated for imaging/scanning
o Sorted mail and distributed documents
January 2006 - September 2006
Royal Bank of Canada, Cash Operations Centre - Account Service Representative
o Responsible for receiving courier pick-up of cash parcels
o Processed high volumes of incoming and outgoing cash parcels
o Processed mutilated cash parcels and prepared manifest for shipment to Bank of Canada
PROFESSIONAL DEVELOPMENT & ACHIEVEMENTS
o Recipient of RBC Performance Cruise Award 2014
o Recipient of RBC Performance Award – Q1/Q2 2014 and Q3/Q4 2014
o Recipient of RBC Performance Award – Q4 2006 and Q3/Q4 2013
o Most Valuable Person (MVP) for February 2014 and June 2014
o RBC 2013 Innovation Award recipient
o Recognized by management for consistently exceeding mandate and achieving top tier performance
ratings
SKILLS & STRENGTHS
o Working knowledge of MS Office: Word, Excel and Outlook
o Excellent client service, interpersonal and communication skills
o Highly experienced in working with a diverse client base
o Strong organizational and time management skills
o Excellent cash-handling skills and experience with Cash Operations
o Flexible and dedicated team player capable of handling a variety of responsibilities simultaneously
EDUCATION
June 1988 – May 1993
University of Manipal - Bachelor of Dental Surgery (B.D.S.)
References Available on Request