Customer Service Representative
Resume:
LORITA WALKER-DURLEY
Chicago, IL 60620
Phone: 773-***-****
************@*****.***
CAREER SUMMARY
Senior Operations specialist with over 18 years of experience in the financial industry with a strong emphasis in investment banking products and customer service relations. Acknowledged for my high level of productivity in processing incoming, outgoing transfers, liquidation request, securities deposits, wire transfers and check deposits, retirement distributions, journal callbacks, corporate actions/reorganization and document support under strict deadlines and accomplishing goals set by the department standards. In search of a position that will utilize my client service skills as well as increase my analytical and organizational skills acquired throughout my extensive work history.
PROFESSIONAL EXPERIENCE
Chase Investment January 2013-Present
Customer Service Representative I
Answer high pace calls from Customers/Brokers/Bankers
Research and resolve difficult issues.
Meet service level agreement in addition to team and individual productivity goals.
Chase Investment March 2009-January 2013
Senior Operations Specialist/Retirement Distributions
Verify legal documents to ensure that they are in good order.
Research and resolve difficult issues.
Train New/Existing Employees on IRA Distributions
Notify financial advisors and clients of require documents to process distribution request
Process IRA distributions
Process Fed Fund Wires
Perform documentation preparation and documentation review for financial advisors, legal and compliance.
Imaged legal and account documents, provided documents to financial advisors, bankers, legal and compliance
Chase Investment March 2006-March 2009
Senior Operations Specialist
Verify customer account information.
Prepare securities for deposit into client’s brokerage account.
Notify financial advisors of require documents to clear securities.
Notify financial advisors of corporate actions and reorganization
Verify legal documents to ensure that they are in good order.
Research and resolve difficult issues.
Notify financial advisors and clients of require documents to process distribution request
Perform documentation preparation and documentation review for financial advisors, legal and compliance.
JPMORGAN CHASE September 2004-March 2006
Senior Account Transfer Operations Specialist
Process, follow-up and trouble shoot incoming and outgoing ACAT and Non-ACAT transfers.
Working with our clearing agent on a daily basis along with other firms in the brokerage industry.
Research difficult, TOA issues and communicate efficiently to our Service Center that work with FA’s.
Run daily reports to identify accounts that have collateral restrictions.
BANK ONE August 1998-September 2004
Operation Specialist
Process investment checks
Trace lost checks
Verify accounts
Send Federal Fund Wires
Distribute IRA & Retail Checks
Process Securities
Problem solving
Provide Customer Services, Distribute Mail, Extensive Filling and other office duties
First Chicago NBD May 1997-August 1998
Remittance Clerk-Lock Box
Process checks according to each company outline
Train New Employees
EDUCATION
GED Diploma Received: Kennedy King College, Chicago, IL 1993
SKILLS
Spanish Coalition for Jobs, Inc, Chicago, IL 1995
Written communications in Business, Records Management, Keyboarding, Lotus 1-2-3, Word Processing, Career Planning, and Receptionist/Switchboard Skills.
COMPUTER SKILLS:
Microsoft Office: Excel
Word; Lotus Notes, Securities Processing Software
Wire Processing Software
Retail Account Software
Pershing
National Financial Services (NFS)
Financial Brokerage Service Information (FBSI)
Street Scape
Brokerage Back office
Customer Assist
Morcom, DXR
Mercury IVault
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