Service Management

MICHAEL B. CUGGINO

** ****** ****, **** **********, New York 11779 516-***-**** ********@*******.***

S UMMARY

Energetic and motivated action-oriented individual with excellent organizational skills. Brings order and

efficiency to the workplace with great attention to detail. Effective in influencing stakeholders to resolve

long standing operational issues. Reinforces procedures to promote staff accountability, mitigate risk and

uphold high service standards.

C lient Service Operations Compliance

T rade Settlements Cash Forecasting Foreign Exchange

R econciliation Risk Control Corporate Actions

JPMORGAN CHASE & CO., New York, NY

Know Your Customer (KYC) Compliance Analyst Jun 2012 – Present

Review and research client records to ensure all compliance mandates are met. Investigate the nature of

client business and evaluate inconsistencies. Examine organizational structures and legal entities for

regulatory status and compliance issues. Evaluate legal documents and evidentiary findings to support client

profile or flag discrepancies. Perform due diligence supporting anti-money laundering efforts.

Senior Institutional Account Administrator - Treasury & Securities Services Nov 1997 – Jun 2012

Manage mutual fund custody accounts providing cash management and daily projections for Short Term

Investment Fund (STIF) sweep for high net worth institutional clients. Accurately maintain and reconcile

balances for foreign and domestic general ledger. Research corporate action discrepancies and forecast daily

cash availability. Facilitated settlement of mortgage-backed, equity and stock option trades. Interface with

Federal Reserve, Depository Trust Company and Euroclear clearing agencies.

• Energized efforts of overwhelmed team to reconcile daily cash management process of 150 mutual

fund accounts with 80 billion dollars assets under management. Stepped in to handle a difficult

onboarding of new business acquired from Washington State Investment Board.

• Took quick action to resolve income discrepancies to prevent aging of issues with foreign exchange

and currency payments. Proactively minimized service issues for Oppenheimer and TIAA-CREF by

reducing 90% of long standing issues on fund accounting issue log.

• Stabilized top tier client relationship in the midst of unexpected technical communication problems

with India. Maintained client trust while aggressively pursuing resolution internally in the settlement

of securities lending trades.

• Executed seamless transition of a new relationship from another service team. Quickly attained

knowledge of client’s expectations and ensured flawless delivery. Retained client for consecutive

years.

• Proactively engaged with support teams in India to amend equity and fixed income trades in million

of dollars to match counterparty instructions at the Depository Trust Company. Consistently met

service level agreements.

• Prevented wire transfer errors by reinforcing existing procedures and diverted newly proposed

procedures which would have circumvented staff accountability and potentially resulted in greater

number of errors.

• Pinch hit for absentee coverage team by singlehandedly attending to several large relationships with

over 200 accounts in resolving high risk issues while continuing to service own high profile clients.

Received bonus award for going above and beyond the call of duty.

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THE BANK OF NEW YORK, New York, NY Aug 1994 – Nov 1997

Correspondence & Account Research Specialist - Unit Investment Trust

Provide account maintenance, legal transfer procedures and investment information for individual customers

and investment managers through written correspondence and telephone inquiries.

• Staff training instructor for telephone techniques, computer system and taxability of investments.

• Proofreader and correspondence specialist. Individual Retirement Account maintenance.

• Product sponsors include Merrill Lynch, Empire/Mint and Van Kampen American Capital.

E DUCATION:

State University of New York at Stony Brook: The Center for Legal Studies – Paralegal Certificate - 2012

State University of New York at Stony Brook: Bachelor of Arts - Social and Behavioral Sciences - 1995

State University of New York at Farmingdale: Associate in Science - Business Administration - 1993

~ Westlaw Academic Achievement Award Recipient – Legal Studies ~

American Institute of Banking – Advanced Banking Studies

Topics in Commercial Banking International Banking Operations

Money & Capital Markets Corporate Trust Administration

C OMPUTER SKILLS:

Microsoft Word, Excel, Lotus Notes, Outlook, SWIFT, Views Portfolio Reporting, Business Objects

Multiple proprietary mainframe computer systems, Westlaw, Lexis Nexis, World-Check

ADDITIONAL SKILLS:

Foreign and domestic currency reconciliation, customer needs analysis, principal and interest reconciliation,

product and systems modification, maintaining positive client relationships, team training and mentoring,

accurate record keeping, legal analysis and research

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