Banking/Operations Wire Transfer ACH Reconcilement

GWENDOLYN R. LUCAS

**** ********** *****, *******, ******* 30106

********@*****.*** 404-***-****

OBJECTIVE: My primary goal is to secure a challenging

position within an established, dynamic organization and

have the opportunity to utilize my extensive financial

services & customer service skill sets.

EXPERIENCE: Skylight Financial/NetSpend Corporation

Client Services Coordinator (7/2013 -

9/2014)

. Provided superior service by responding quickly

and accurately to client questions and requests

. Simultaneously addressed incoming calls and email

contacts from clients within service levels

. Utilized consultative approach in providing

comprehensive follow up to all issues logged by

clients

. Recognized trending issues across client

portfolio and formulate strategies for resolution

. Coordinated with internal departments to identify

and resolve escalated cardholder issues

Operations Manager (7/2006 -7/2013)

. Responsible for the overall direction,

coordination and evaluation of a ten person team

. Monitored Compliance related reports, processes

and procedures

. Oversight for wire transfers, Money gram, ACH

transactions and overall reconcilement on Fedline

database and bank accounts

. Researched and resolved external and internal

adjustments

. Posted adjusting entries to general ledger and

customer accounts

. Processed daily exception items

. Accountability for account updates, returned mail

and plastics

Compliance Analyst (4/2006-7/2006)

. Successfully managed Customer Identification

Program (CIP) to ensure compliance and Office of

Foreign Asset Control (OFAC) processes

. Monitored Customer Care and inbound Sales phone

calls, in addition to testing statement accuracy

and timeliness

. Provided statistical data for monthly reporting to

senior management

The Bankers Bank (2/91-12/05)

Assistant Vice President- Customer

Relations

. Made initial contact with new customers to review

services and complete agreements

. Maintained an in-depth understanding of all

operational services

. Managed employees through needs assessment,

training, development and performance coaching

. Onsite support provided to key clients

Assistant Vice President- Operations

. Managed Account Relationship Managers that

successfully provided quality customer service

. Participated in upgrades and conversions that

directly improved service levels

. Tested and implemented new electronic

communication system

. Implemented call monitoring system

. Instrumental in developing internal incentive/peer

recognition program

Funds Transfer Manager

. Managed data processing, domestic and

international wire transfer areas

. Developed Risk policies and procedures

. Responsible for daily funds transfer processing,

delivery, receipt and balancing

. Prepared and reviewed production, operating and

downtime records and reports

Funds Transfer Clerk

. Processed wire transfers, coin/ currency orders

and shipments timely and accurately

. Provided quality customer service to internal and

external customers

. Collaborated to assist in development of new and

efficient procedures for processing wire transfers

First Union Bank (1989-1991)

Funds Transfer Team Lead

. Supervised funds transfer area and maintained a

positive workplace environment

. Trained new and current employees on policies and

procedures

. Demonstrated excellent communication skills with

internal and external customers

EDUCATION: Georgia State University; Bachelor of

Science Degree

PROFESSIONAL: Banking, Customer Service, Writing,

Coaching, Communication, Electronic Payments and

Leadership training and seminars.

References are available upon request.

Contact this candidate