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Consulting Analyst Resume

TexaS

SUMMARY

  • Strong team member with Treasury, Cash Management and transaction operations experience with reconciliations.
  • Asset Management experience managing and executing operations for compliance and control projects.
  • Performing customer operation services for both domestic and global trust operations with a strong focus on client service and performance optimization all aimed towards a high return of client satisfaction.

PROFESSIONAL EXPERIENCE

Confidential, Texas

CONSULTING ANALYST

Responsibilities:

  • Consulting analyst managing accounts numbering in the thousands for a top tier bank via information pipeline management.
  • Manage up to 40 daily risk deliverables for each client account to meet and exceed client expectations for 24 hour completion time.
  • Review business and/or regulatory changes and accounting policies that may impact valuations and valuation processes.
  • Analyze daily all defects as they occur and liaison between production teams and project leadership to resolve.
  • Calibrate policies and procedures and develop feedback systems for all projects servicing the customer.
  • Manage volume 2 - 3 client cases per day coming into various pipelines to meet all client projected objectives.
  • Monitor production performance indicators to maintain consistently high service expectations.
  • As situations grow and alter manage all new information flows and subjects to create new internal training procedures in order to keep production staff up to date on all changes handed down from client.

Confidential, Dallas, Texas

DWAC FIFNACIAL ANALYST

Responsibilities:

  • Managed daily analyst processing routine for 90-160 Deposit Withdrawals Agent Custodian (DWAC) transactions daily.
  • Reduced daily processing time by 25% as a result of analyzing streamlining processing flows and procedure reviews.
  • Checked and secured daily asset positions for 80-120 accounts to ensure that transactions complete with the agent for the agreed upon same day settlement time frame.
  • Analyzed and managed approximately 25-30 transactions daily having short asset positions by notifying security lending to cover outstanding positions so they can settle at agents within the agreed upon same day settlement requirement.
  • Un-pledged 15-25 daily positions in order to make transaction available for same day settlement with broker.
  • Notified up to a core group of 12 agents nationwide via fax of all new transactions to complete on a same day settlement basis.
  • Analyzed and reported 20-30 fails to a network of agents. Analyzed reconciled and set up new paperwork where necessary to complete transactions that same day.
  • Communicate daily with trading desks in New York City confirming all positions with agents for completions ranging between 50-75 transactions.
  • Experienced with SHAREPOINT technology to keep accurate balance transactions amounts for completion.
  • Analyze and perform closing procedures daily to update SHAREPOINT to reflect completed transactions and show both new and still existing transactions.

Confidential

CALL CENTER ANALYST

Responsibilities:

  • Manage day-to-day operations of the Customer Care Call Center to ensure that all Customer Care strategic goals of service, customer retention and client satisfaction are met daily.
  • Analyze all service level metrics for secure customer satisfaction. These include reducing speed of call response time to less than 30 seconds, call abandoned rate to less than 5% of total calls received and consistent quality scores of 95% or greater.
  • Analyze, coordinate and manage between 50 -60 daily customer inquiries, serving as the liaison between the department, client services, and the external customer while maintaining a high level of customer service.
  • Analyze and manage 45-55 critical customer complaints and assure speedy resolution and customer satisfaction.
  • As they occur coordinate integration of latest client service requirements to ensure meeting/exceeding client expectations.
  • Responsible for developing, maintaining and meeting customer service financial goals by explaining the latest financial products to customers with accurate and relevant information.
  • Analyze and establish performance guidelines, training and quality assurance programs that facilitate successful call resolutions that meet all customer needs.
  • Analyze Call Center operations and recommend changes that will always improve service levels.
  • Manage priorities against current metrics and forecasted performance conditions, resource availability and client requirements.
  • Analyze and adjust all changes in a timely fashion while quickly measuring customer response to changes put in place.

Confidential

LOSS MITIGATION / ASSET RECOVERY / FORECLOSURE ANALYST

Responsibilities:

  • Foreclosure Transaction Analyst with experience using the AS400 system and process cash flow to research and apply 50-60 foreclosure payments daily in addition to refunds for all mortgage related fees to and from the mortgage holder’s account.
  • Managed down a backlog in a pipe-line workflow environment of foreclosure payments to keep payments processing to meet client goals of clearing each new payment within a 24 hour time span.
  • Divert 30-40 foreclosure funds to be managed directly as a deposit back to the mortgage holder.
  • Coordinate with our California office the overall processing flow of 60-75 fund movements daily to avoid any duplication of foreclosure research and/or payment processing to the mortgage holder.
  • Manage receipt and inventory control of all incoming foreclosure documents for verification and back up.

Confidential, Dallas, Texas

ASSET RECOVERY / FORECLOSURE AND MORTGAGE EXCEPTION ANALYST

Responsibilities:

  • Experienced using pipeline queue management tool resulting in a 35% increase in production and quality. This was a 72% increase over other sites doing similar production.
  • Achieved 95% accuracy pass rate on overall workload of customer cases in the pipeline.
  • Managed foreclosure exception analysis from customer inquiries while consistently meeting and often exceeding established service level agreements.
  • Analyzed and delivered mortgage related information in meaningful formats based upon specific guidelines set forth by the company, and in compliance with bank service level agreement. Recognized with awards among my peers for consistently exceeding production goals.
  • Evaluate Office of the Comptroller of the Currency (OCC) consent orders and investigate to determine if borrowers suffered financial injury through servicing errors, misrepresentations, or other deficiencies in foreclosure practices and determining appropriate remediation for those customers.
  • Served in the Customer Advocate position performing Foreclosure Exception Analyst investigating mortgage crisis services contract for a large scale project for two top tier banks.
  • Investigated resolution of customer complaints as they pertained to specific mortgage modification, foreclosure and exception issues.
  • Managed resolution of issues escalated from regulatory and non-regulatory sources regarding HAMP (Home Affordable Modification Program) and MHA-HARP (Making Home Affordable - Home Affordable Refinance Program) in addition to foreclosures exception analysis, loan modifications, Deed in Lieu (DIL) and short sales.
  • Manage communications from regulatory sources such as the OCC, Office of the Controller of the Currency and elected officials including Senators, Members of Congress, District Attorney's, Attorney Generals and Department of Justice and Treasury.
  • Manage researching customer files and providing written analysis detailing potential risk to the client and recommend corrective risk mitigation strategies.

Confidential, Dallas, Texas

ASSET SERVICE OPERATIONS SPECIALIST

Responsibilities:

  • Created from in house system applications a fail report showing all buy/sale fails and reported same to customer daily. This caused a 25% reduction in trades 1 day and older.
  • Performed daily review of all pending trades and reported potential fails to customer. This gave a larger window of opportunity to contact broker and resolve in a timely basis which resulted in an overall reduction in fails - buys/sales - by an estimated 29%.
  • Selected to manage an additional six month Federal Trading Program elected by the customer increasing volume for that same time frame by four to five thousand additional trades a month with zero fails.
  • Assess quarterly valuation of finance and asset receivables and report to client for accuracy and reasonability.
  • Managed on average 3 to 4 new accounts coming on board per month for all relevant assets and cash.
  • Reconciled all individual positions both cash and asset, often numbering in the hundreds to assure correct receipt to minimize exposure to risk or loss to the bank.
  • Managed a monthly average 5-6 off- boarding of accounts going to a successive trustee reconciling where necessary to ensure no exposure of risk and/or loss by the bank.
  • Review business and/or regulatory changes and accounting policies that may impact valuations and valuation processes.
  • Utilized Bloomberg to verify record dates to insure accuracy of cash credits used for financial statements.
  • As single point of contact accountable for all current operations and special projects as well as implementing strategic change towards the desired valuation practice competency for Our Client.
  • Collaborating within the team and across various LOB’s to reconcile all global and domestic cash and trade settlements daily. Managed acting as liaison with client, broker and other lines of business to create a transparent operation with myself as the focal point for the client.
  • Manage assistance in the enhancement and management of the operations framework for periodic monitoring of compliance controls and coordinate the testing of the compliance controls.
  • Manage the tracking of any remediation or corrective action plans.
  • Analyze, manage and mitigate all risk factors to minimize exposure for loss in performance.
  • Manage the tracking of any remediation or corrective action plans.
  • Accountable for current operations and projects as well as implementing strategic change towards the desired service level the client needs.
  • Manage security access points to insure all security measures are in place to only allow those designated to have access to various Treasury Management cash and security systems.
  • Review all risk factors, both cash and asset, to minimize client and company’s exposure to risk. Ensure all trust operations functions operate within established controls framework.

Confidential, New York

MUTUAL FUNDS DIVISION/SENIOR ACCOUNT ADMINISTRATOR

Responsibilities:

  • Manage Oppenheimer Mutual Fund relationship processing all daily domestic and global transactions to include performing daily cash and share reconciliation and manage cash flow analysis.
  • Created, managed and published a global and domestic trade report to reflect all daily trading activity.
  • Improved relations with client by reconciling all global and domestic cash related issues within 24 hour time frame while acting as liaison with client, broker and internal bank operations to mitigate all parties’ exposure to risk and loss.
  • Manage all trade discrepancies and trade fails minimizing client and bank exposure to risk.
  • Managed divisional Corporate Actions to ensure compliance and minimize bank and client exposure to risk and examined overall corporate action procedures and make recommendations to streamline and updated where necessary.

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