Financial Operations Customer Service

SUMMARY:

Experienced in financial operations across corporate trust, premium accounting, and global income markets. Demonstrated capability to establish relationships, address issues, and ensure precise financial processing. Adept at training team members, implementing process improvements, and managing high-volume transactions. Proficient in Microsoft Office and various financial systems, including PSS, GSP Main Frame, DOORS, Trust 3000, and Trust Hub.

Core Competencies:

Financial Operations: Income processing, reconciliation, tax compliance, payment processing.

Problem Solving & Analysis: Root cause analysis, issue resolution, discrepancy management.

Process Improvement: Procedure implementation, digital checklist development.

Team Collaboration & Training: Team training, feedback provision, cross-functional collaboration.

Technical Proficiency: Microsoft Office Suite, PSS, GSP Main Frame, DOORS, Trust 3000, Trust Hub.

Customer Service: Inquiry resolution, client communication.

Attention to Detail: Financial accuracy, regulatory compliance.

Professional Experience:

Cognizant Technology Solutions, Supporting Computershare Corporate Trust Operations February 2023 – Present

Trained team on pre-balancing payments for government securities.

Optimized processes by providing system feedback.

Processed, verified, and reconciled financial data efficiently.

Identified and resolved data discrepancies, ensuring accuracy.

Adapted quickly to procedural and software updates.

Maintained compliance, confidentiality, and internal controls.

Proficient in Trust 3000 and Trust Hub.

Experienced in database management and spreadsheet handling.

Strong computer literacy with fast software learning ability.

Responded to internal inquiries and provided explanations of financial data.

Worked collaboratively to resolve discrepancies and ensure satisfaction.

Noor Staffing

Seneca Insurance: Premium Accounting Cashier – Temp October 2022 – January 2023

Processing Payments: Receiving and processing premium payments from policyholders.

Handling cashier checks, and electronic transactions.

Issuing receipts and maintaining accurate records of transactions.

Providing courteous and efficient service to policyholders.

Answering inquiries related to premium payments and account balances. Addressing and resolving payment- related issues.

Maintain organize files and records.

Preparing reports and summaries of financial transactions. Also performed general office duties as needed.

Bank of New York Mellon

December 2006 – January 2022

Global Income Market Specialist

September 2019 – January 2022

Directed daily processing of Bond Interest, Cash Dividend, Principal and Interest (P&I).

Ensured valid tax documentation (NR301, US Form W-8IMY) for clients.

Resolved issues for Toronto team and other markets; assisted in Reclaim Look back Projects.

Authenticated accurate payments on bond and dividend instruments.

Configured events correctly for multi-currency accounts; reconciled daily Accounts Receivable/Payable breaks.

Issued 3-day debit notices; monitored tax discrepancies between BNY Mellon and Sub-Custodian (CIBC).

Compiled Weekly Global Securities Operations Report; addressed customer inquiries on tax discrepancies and claims.

Supported backup for Colombia, Chile, and Russia markets.

Norwegian Market Specialist

September 2009 – September 2019

Oversaw daily processing of Bond Interest, Dividend, Relief at Source Tax Allocations, and Tax Reclaims.

Ensured accurate payment of bonds and dividends; monitored events for accuracy.

Reconciled Account Master File for Norwegian Market tax rates.

Validated tax rates between BNY Mellon and Sub-Custodian (SEB); liaised with SEB and BNYM Tax Team.

Executed relief at Source/Tax Allocation for each event; processed Relief at Source based on Double Tax Treaty (DTT) eligibility.

Prepared DTT/Relief at Source rate spreadsheet for Sub-Custodian (SEB).

Reconciled daily Post Payment of Events; requested and reviewed reclaim documentation.

Filed tax reclaims and prepared necessary documentation; tracked reclaims via Excel.

Reconciled Monthly Reclaim Report; resolved client inquiries.

Market Specialist (Russia, Romania, Norway, Germany)

December 2006 – September 2009

Managed daily processing of Interest and Dividend Payments; ensured correct posting to clients' accounts.

Reconciled Post Payment breaks; processed claims on Third Party trades for Russian Market.

Tracked claims and followed up via Excel; resolved client inquiries via Q-TRAK.

Citigroup Global Markets Inc.

Senior Reconciler – Bank Reconciliation Department

August 1998 – March 2006

Reconciled Domestic Branch Bank Depository, Concentration, and Foreign Exchange (FX) Accounts.

Updated FX rates on Excel; printed bank statements and ran bookkeeping reports.

Investigated and resolved discrepancies; assisted DBS Dept with cash account reconciliations.

Professional Development

New York Technical College: 300 hours Certificate Course in Computerized Accounting

Royal Business School: Diploma in Executive Secretarial Studies

Boys and Girls High School: Academic Diploma

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