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Customer Service Office

Jamaica, NY
October 24, 2018

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Jamaica, NY 718-***-****


Results-oriented administrative professional with extensive experience managing day-to-day business within the financial industry. Effective interpersonal and communication skills. Extremely well organized and capable of planning and managing multiple projects while maintaining a commitment to high standards. Independent decision maker exercising discretion and good judgment. Core competencies include:

Industry Knowledge

Team Leader

Business Systems and Workflow


Project Management

Customer Service

Training and Development

Compliance and Procedures


Liberty International Underwriters, New York, NY 2009-2018

Cash Management Operations, 2014 – 2018

Recorded and kept the time for the entire Finance Department, ordered all meal plans for office and Executives. Booked rooms and kept meeting plans for Executive Officers managed and maintained the travel and expense reports for the CFO.

Responsible for ensuring that accounts are balanced and reconciled. Key contact person for the Latin American Office for U.S. and Brazil accounts.

Communicated and worked on reconciling items or differences with constituents (Underwriting, IT, and Collections).

Ensured the onboarding for new employees for all units within the Finance Department.

Sr. Financial Ops Rep, 2011 - 2018

Identified and entered direct wires, lockbox receipts, program receipts, and reinsurance wires to the corresponding accounts LIUI, LMUSA, and LSI2 accurately and on a timely basis.

Participated in month-end closing activities.

Researched and resolved complex issues and discrepancies, taking corrective measures to prevent reoccurrence.

Ensured that a detailed action plan was instituted to monitor, and resolve all suspense for unidentified cash items (premium and claims).

Communicated daily via phone and email and acted as liaison between assigned accounts, customers and or Vendors.

Assisted with training new employees and temps.

Created new vendors in SAP.

Financial Ops Rep. II, 2009 - 2011

Prepared and uploaded files for both Genius and SAP checks for processing into JPMorgan Chase.

Maintained wire transfer request and checks over 50K, logged in orders to track turnaround time and issues.

Mailed Broker Statements at month-end for Collections Department.

Sorted and filed finance agreements, paperwork and scanned copies to appropriate underwriters.

Ordered supplies for the Finance Department using Buy-Smart.

TIAA-CREF, New York, NY 1990-2008

Financial Payment Specialist, Payment Operations, 2003 - 2008

Timely and accurately processed over 50 % of manual and electronic payments on a daily basis.

Trained four associates from out of state locations to work independently on the systems.

Worked with supervisors on problem solving issues from Denver & Charlotte offices enhancing customer satisfaction.

Maintained workflow providing daily analysis of reports for balancing of all electronic and manual payments disbursed.

Researched information to respond to a high volume of participant complaints, via phone or written correspondence.

Assisted the treasury department with organizing the return corporate checks increasing efficiency of process.

Avoided duplicate payments by working closely with the information technology department on the Proline System.

Recognized and rewarded by leadership for outstanding customer service external and internal.


Payment Generalist, Payment Operations, 1990 - 2003

Edited high volumes of various payments on the Proline Processing System. Streamlined and expedited outstanding checks by working with pension operations on a special project. Worked with several business units to expedite electronic payments resulting in decreased processing errors.


Bachelor of Arts, in Bus. Admin, expected 2020, Excelsior College, Albany, NY

Associate of Applied Science in Accounting, DeVry University, 2012


Life Office Management Association

FLMI Level l Certificate


St. Albans Congregational Church, UCC, St. Albans, NY

Deacon, Deacon Board 2006 - Present

Chairperson, Youth Usher Board 1997 - 2008

Chairperson, Commission of New Members 2003 –2007

Teacher, Sunday school 2000 - Present


Toastmasters International

Advance Toastmaster Bronze Certification 2006

Vice President of Membership 2005 - 2007


MS Office Suite People Soft Genius Quantum Omni Pay Publisher Legacy Lotus SAP Guidewire

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