Customer Service Manager

Karen Vaughn

**** *. *** **** ****. Apt. # **** Webster, Texas 77598 281-***-**** **********@*****.***

Summary of Qualifications

Highly organized financial professional with over 15 years of accounting and financial operations experience. Recognized as collaborative team

player and subject matter expert. Served as coach and trainer for new hires. Solution oriented individual, offering new ideas and solutions to

consistently meet and exceed desired departmental objectives.

• General ledger accounting-MSA, Peachtree and Quickbooks

• Large volume, complex reconciliations

• Excel, Word, Outlook, Visio, and Powerpoint

• Special projects and system conversions

• Funding flow/ processing data analysis

Experience

First Data

May 2014-Current

Senior Processing Specialist

• Team lead merchant contract administration

• Review merchant contracts to ensure contractual agreements are met

• Approve or reject items for payment of checks with value totaling approximately $40.5 million annually

• Investigate and research payment processing of checks to reduce loss exposure to company

• Processing of over 200 items per day

Woodway Financial Advisors

March 2012- March 2014

Reconciliation Specialist III

• Reconcile daily multiple DDA accounts and controlled dispersement account

• Process Retirement Account distributions and process account maintenance request

• Post dividend and capital gains to assigned accounts

• Process Federal Tax Payments, annual 1099-int files

• Process wire transfer and ACH request

• Research customer dispute request and solve payment discrepancies

• Run ad hoc reports for monthly fee distributions, converting data for csv/Excel uploading

JPMorgan Chase Bank

June 1989-March 2012

Assistant Branch Manager

• Provided the banking center manager with senior level assistance relative to providing direction and leadership to banking center

employees with emphasis on extraordinary customer service, achieving sales goals and cohesive team work.

• Branch Audit Team Lead-Responsible for monthly, quarterly and annual audits of branch.

• Provided audits of teller cash, vault cash, merchant processing account, and negotiable instrument to include cashier checks and money

orders

• Ensured that entire staff is following all compliance procedures and that they are kept updated on any procedural changes

• Responsible for maintaining HR records, administering disciplinary actions for employees

• General ledger balancing, account research, accounting adjustments to customer accounts. Retail branch reports preparation.

• Analyzed branch operations to determine if AML policies and procedures were being operationally followed

• Provided ongoing compliance and AML training to staff

• Implement policy changes in conjuction with AML compliance

• Identify and contain risk by monitoring, reporting and fostering a compliance culture and optimizing relations with regulators

Executive Office

• Identify, resolve and respond to escalated concerns via phone, letter and email. Responsible for partnering with various companywide

departments to resolve issues in a timely manner.

• Provide options and alternatives to satisfy customer complaint, interact with customers in a warm, helpful manner to maintain credibility

and rapport.

• Problem solving data analysis using a hybrid of bank proprietary systems ensuring all transactional activity is reviewed, so final

resolution meets the customers’ needs, and remains within corporate refund guidelines. Goal under 50% of maximum allowed, with

emphasis placed on mid-range refunds-floor ceiling per transaction type.

• Last point of contact and provide final resolution to escalated customer complaints.

Sr. Financial Accounting-Operations Coordinator

• Reconcile internal bank deposit systems, commercial deposit systems with average system balance of $10 billion

• Reconcile retail deposit systems, average system balance of $6 billion

• Research outstanding monetary items ensuring timely clearance working with all areas of bank operations, including EFT operations,

trust operations, and retail & commercial operations.

• Processed end month prepaid and accrual journal entries.

• Reconciled branch merchant terminal accounts daily. Research disputed items providing all back up needed per merchant processing

guidelines.

Education

Lone Star-Accounting

Houston Community-Accounting

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