Customer Service Assistant

Caroline W. Lovitt

**** ****** **** ****

Richmond, VA 23234

804-***-**** email: **************@*****.***

Summary

Focus driven professional with progressive experience and a proven track record of success in the areas

of: Banking Operations, Finance and Accounting, Information Technology (IT), Automated

Clearing House (ACH), Wire Transfer, Savings Bond Administration and Customer Service.

Detailed-oriented with strong analytical, organizational, and problem-solving skills. Possession of

excellent interpersonal skills and effective oral and written communication skills to interact with

businesses, management, co-workers and the general public.

Meadwestvaco 11/2008 - 08/2010

Payment Analyst

Legacy and SAP system payment runs which included timely and accurate processing of ACH, EDI,

Foreign Wires and Positive Pay/Check Files. Paid invoices, bills, statements for goods and services

rendered by outside contractors, vendors or supplies. Validated payment accuracy by reviewing system

reports for reasonableness prior to releasing payments. Monitored accounts for returned ACH/Check

Void payments. Analyzed vendor master information to determine payment methods were setup

accurately. Worked closely with the Data Center staff to correct payment method issues. Handled

reconcilement issues from all payment files. Supported Corporate Treasury Operations. Monitored all

bank activity for JP Morgan Chase Bank, Bank of New York Mellon and Scotia Bank Canada. Served as

backup for MeadWestvaco Travel Vision (MTV), online expense reporting application for U.S. employees.

Some of the expenses processed included: lodging, air, travel, car rental, meals and entertainment.

Federal Reserve Bank Of Richmond 12/1985 - 06/2005

Fiscal Securities Assistant

Submitted and monitored jobs in Time Sharing Option (TSO) system. Processed Regional Delivery

System (RDS) exceptions and arbitrations. Performed various settlements, researches problems and

out-of-balance conditions.

Handled customer inquires timely and professional.

Accurately prepared written correspondence to financial institutions and the general public.

Met monthly established deadlines.

Computer Operator A

Provided daily Information Technology (IT) support for the clearing of check items to Check Service

Departments located within the 5th District Federal Reserve Bank System. Diagnosed, documented and

coordinated resolutions regarding processing and hardware issues with vendors and support groups.

Performed Initial Program Load (IPL) and executed scheduled mainframe maintenance and changes.

Operated and monitored Unisys V530 mainframe computers.

Ran authorized programs, creates system backups, prints and distributes reports.

Exchanged information on system abnormalities and hardware problems with on-coming shift.

Staff Assistant A

Provided End-of-Day/Open of new business day services to ACH Fifth District and Boston depository

Institutions. Provided quality customer service by processing ACH transactions quickly, accurately and

professionally.

Monitored and submitted jobs on TSO and CA7, knowledge of PEP + and CICS

Monitored the ACH system every 15-20 minutes for pending or rejected ACH files.

Monitored Bulk data for file problems, researching item/file traces, processed remakes, deletes, reversal

and ACH file exceptions.

Prioritized and manages multiple tasks, while meeting required deadlines.

Excellent interpersonal and organizational skills.

Superior problem solving and analytical skills. Interacted closely with programmers, depository

institutions, and electronic payments associate vendors, FEDACH, FRAS, CCI, II, III and Computer

Operations, ensuring that institutions system discrepancies were resolved in a timely and effective

manner.

Supported projects during testing, procedure writing, training and implementation conversions ensured

that institutional submission deadlines were met by the adherence to established ACH rules and

regulations. Reconciled and posted debit and credit items, general ledgers /suspense accounts into the

Integrated Accounting System (IAS).

Wire Transfer Assistant

Responsible for reviewing and releasing wires in a high production environment.

Performed wire transfers for receiving and depository institutions.

Assisted with wire transfer settlement. Maintained an accuracy rate of 99.8%.

Identified and resolved wire discrepancies.

(Temporary Contract Positions)

Manpower Professionals @ (Wachovia Securities) 03/2006 - 11/2008

Operations Specialist Jr.

Processed allocations of equity and option trades, resolution of trading issues, and updating daily

statistics. Worked closely with the Wachovia traders, money managers and trading desk.

Sapphire Technologies @ (Bank of America)

Computer Operator

Monitored and controlled system performance. Diagnosed and documented hardware problems and

coordinates problem resolution with vendors and support groups. Performed systems IPLS and executed

scheduled maintenance and changes. Responsible for bringing interactive regions up/down at scheduled

times, opening and closing files.

Apex Systems Incorporated @ (Capital One Bank)

Wire Transfer Analyst

Reviewed and processed wire transfer requests using vendor software. Adheres to the accurate and

timely instruction of cash position trading desk monitoring. Ensured that established policies and

procedures were met regarding the verification of proper wire transfer authority; prior to initiating and

releasing wire transactions.

First Place Wachovia @ (Wachovia Securities)

Operations Specialist

Processed service request transfers of client funds and securities such as Fed Fund Wires, ACH, DTC

Deliveries and Journals. Ensured solid delivery and accurate processing and ensured that the financial

transactions were completed in a timely manner to reduce financial exposure to both the clients and to

Wachovia Securities.

Education

John Tyler Community College

Business Management

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