Customer Service Management

Paula Bhatt 248-***-****

*** ******* ***** ***** *****.*****@*****.***

Troy, MI 48098

Objective

Having worked in various positions of operational and administrative nature in the banking

industry, I am confident of utilizing this background across industry lines.

Comerica Bank, Detroit, Michigan 2000-2012

Trust Analyst (Coordinator), Institutional and Wealth Management Department

Member, Insurance Team on the Administration side of the Institutional Trust:

• Researched, resolved and analyzed accounting related discrepancies and monitored out of balance

condition for 162 Domestic and Global (Offshore) insurance trust/custody accounts with

approximately $11 billion in market value.

• Invested and divested cash/funds per client request and disbursed cash in US and global

currencies per client request.

• Due to excellent customer service skills, achieved high customer satisfaction levels via timely

responses and proactive communication with CFOs, Investment Managers and other Senior

Officers. Also, worked with outside auditors and other Financial Institutions for various clients

and their accounts.

• Responsible for maintaining extremely high level of accuracy in client portfolio. Accounts were

fully invested in all types of securities requiring operational and/or working knowledge of all

securities in the areas of settlement, income, accrual, cost basis etc.

• Prioritized and coordinated workload efficiently in a fast-paced, multi-client environment in order

to meet deadlines.

• Ensured accounts were compliant with their specific trust agreements.

• Opened and closed accounts on the system according to the trust documents.

• Worked independently but in a team environment.

• By being vigilant saved bank from losses and also offered a great cash saving idea that was

implemented.

Bank One (JPM Chase), Troy, Michigan 1999-2000

Personal Trust Account Administrator, Personal Trust Department

• Researched Trust issues including fees, cost basis problems and reviewed trust documents when

making discretionary distributions.

National Bank of Detroit, Troy, Michigan 1993-1998

Account Representative, Trust Cash Management Department

• Processed daily trading activity, capital actions and monitored cash balances to ensure accounts

were fully invested. Accounts included United Air Lines, K Mart Corporation and Michigan

Catastrophic Claims. Responded to inquiries from customers, investment managers and trust

administrators.

National Bank of Detroit, Troy, Michigan 1989-1993

Pension Payment Coordinator, Trust Pension Accounting

• Responsible for maintaining over 5,000 pension disbursement files for corporate customers.

Maintenance of these files included initiation, termination, increment/decrement earnings and

deduction fields; also set up future automatic changes.

• Worked on special projects such as “General Motors Maintenance of Effort Payment” and

verification of corporate directives, dating back fifteen years.

National Bank of Detroit Mortgage Company, Troy, Michigan 1985-1989

Mortgage Payment Processor, Investor Management Department

• As the team leader in the payment Processing area – I handled irregular mortgage payments and

processed accounting entries involving loan pay-offs, NSF and misapplied payments; was the

first person in the mortgage company to establish and maintain ACH -automated payments

utilizing MACHA system.

Other Various Positions 1978-1984

Worked at Jacobson’s Department Store, Home Maker Shops and Hoover Vacuum Cleaners performing

payroll functions and various office duties

Education

Earned 46 credit hours at Oakland Community College in the following subjects:

Accounting, Business, Business Law and various computer languages.

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