Customer Service Case Manager

Deirdre D. Franklin

*** **** ****** ***. *******, NJ 07203

Cell: 908-***-****

Email: **********@*****.***

CAREER To secure a position in the securities industry which utilizes my skills, education and

OBJECTIVE professional experience in order to improve efficiency and add value.

EXPERIENCE

Fidelity Investments, Jersey City, New Jersey August 2011- Present

Performance and Tax Reporting Analyst

- Analyze and validate rate of returns, market values, asset allocation, account growth,

contributions and withdrawals for Fidelity’s Retail, Private Client and Managed Accounts.

- Analyze and validate daily cash flows to ensure the flows are properly valued.

- Review and resolve daily exceptions by globally addressing pricing issues and missing transactions.

- Reconcile 1042s, 1099, and 5498 tax forms for brokerage clients.

- Validate dividends and reclassifications to assist clients.

- Assist with cost basis processing and special projects during tax season.

- Reconcile erroneous transactions, positions and negative cash values.

- Interact with Advisors to address customer inquiries on performance reporting.

- Interact with Technology to implement test plans to streamline and make the business process

more efficient.

- Assist and work with the India team for the production of accurate and timely performance data.

- Identify system enhancements, process improvements and efficiency opportunities.

Bank of America Merrill Lynch, Jersey City, New Jersey November 2006 - July 2011

Dividends Processing Associate, European Equities Division

- Ensured the timely processing and reconciling of automated entitlements in an equities product

environment.

- Processed FX conversions and ensured that all foreign currency exchange accounts balanced

internally against all cash accounts.

- Reconciled cash/stock breaks and data discrepancies within a required turn around time.

- Monitored and maintained bank statements through the reconciliation database, recon.

- Responsible for researching and processing dividend claims and tax reclaims submitted to the firm.

- Liaised with internal and external parties (custodial banks, depositories, customer service) to obtain

critical entitlement data and to resolve customer inquiries.

Reich & Tang Asset Management, New York, New York February 2005 - September 2006

Portfolio Administrator

- Responsible for setting up, pricing and posting all fixed income trades on the portfolio accounting

software, Axys, and ensured timely and accurate settlement.

- Communicated with brokers and custodians regarding unsettled transactions.

- Interacted with Portfolio Managers regarding new securities and the timely processing of Corporate

Action responses.

- Performed cash, holdings, market value and price reconciliation of portfolios on a weekly and

monthly basis.

- Generated and distributed client reports on a monthly basis to appropriate counter parties.

American Arbitration Association, Somerset, NJ March 2003 - December 2004

Case Manager

- Administered over 550 caseloads of Arbitration and Mediation with the rules and procedures of the

American Arbitration Association and applicable law.

- Liaison between Parties, Representatives and Arbitrators by scheduling hearings, conference calls,

and ensuring the efficient flow of information between the Parties to assist in resolving cases in

timely manner.

- Proofread Awards made by Arbitrators and communicated with the Department of Banking and

- Insurance regarding decisions.

Bank of New York, New York, NY October 2000 - June 2002

Global Custody Administrator, Mutual Funds Division

- Processed and settled domestic and global trades through DTC and Euroclear.

- Monitored unsettled transactions and resolved trade discrepancies for American Express.

- Communicated with Trade Advisors and Accountants regarding domestic and global fail trades.

- Performed cash and holdings reconciliation of accounts on a daily and monthly basis.

- Served as a liaison between American Express and Bank of New York’s Corporate Action division

in Brussels by ensuring timely processing of Corporate Action responses.

Chase Manhattan Bank, Brooklyn, NY June 1999 - September 2000

Global Custody Administrator, Consolidated Financial Institutions

- Processed and settled domestic and global trades done by Salomon Smith Barney through DTC and

Euroclear.

- Resolved trade discrepancies and settlement issues for Salomon Smith Barney.

- Communicated with Trade Advisors and Accountants regarding settled and failed trades as well

as assist coworkers to meet domestic deadlines.

- Responsible for overseeing daily cash of Salomon Smith Barney Accounts.

- Served as a liaison between Salomon Smith Barney and Chase’s Corporate Action division.

EDUCATION

Lincoln University, Lincoln University, PA

Bachelor of Arts, Finance and Banking, Cum Laude May 1999

-KCP International Language Institute, Tokyo, Japan Fall 1998

COMPUTER SKILLS: Proficient in Word, Excel, Access, and Outlook

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