Customer Service Management
Resume:
Scott T. Siko
Oakdale, PA *****
********@*****.***
Experience:
PNC Bank, Pittsburgh, PA (April 2008 to Present)
Compliance Specialist
Review and interpret reporting developed by compliance colleagues.
Identify and report issues of significant compliance concerns to senior management.
Assist in the training or corrective action plans for areas found to be deficient in compliance.
Apply knowledge of AML Compliance, the Bank Secrecy Act, Office of Foreign Asset Control and the USA Patriot Act with specific experience relating to account opening and Know Your Customer methods.
Translate AML program requirements into line of business specific procedures.
Write procedures and conduct bank-wide trainings for a new AML Database.
Trust Officer/Account Manager
Responsible for the administration and maintenance of charitable accounts from inception to termination.
Resolved non-routine customer requests and certain regulatory compliance functions.
Read, interpreted, and comprehended Operating Instruments to ensure that we are handling the trusts as they were originally intended to keep all accounts and transactions in compliance.
Part of the six person team for the department to address the employee survey topic of being able to do your best at work resulting in the use of new technology allowing each team member to save time.
Departmental resource for accounts with alternative investments and capital calls.
Proficient in AMTrust, BPM, and Lotus Notes Forms applications, Siebel.
The Vanguard Group, Malvern, PA (April 2006 to March 2008)
Project Administrator, Data Lead
Developed, monitored, and owned project plans and schedules for the data aspect of the projects.
Conducted prior recordkeeper and payroll vendor conference calls.
Conducted training classes on the set-up and conversion of loan data for retirement plans.
Implemented initial population of data for conversion and new service implementation projects.
Established on-going client data exchange for new plans and manage changes to the client data exchange.
Conducted thorough testing of prior recordkeeper data and payroll data as it pertains to the plan requirements and set-up.
Analyzed results from testing and reported progress to management, clients, and prior recordkeepers.
Reported and addressed project concerns regarding data integrity when necessary.
Maintained project action plans to meet deadlines for each phase of the projects.
Provided assistance to peers and team members with issue resolution and training.
Fiserv SourceOne, Pittsburgh, PA (August 2004 to March 2006)
Conversion Analyst
Traveled to bank offices to meet and counsel both banks involved in the conversion resulting in stronger relationships.
Analyzed data contained in bank files and recommended detailed processes for conversion to Fiserv SourceOne specifications.
Wrote detailed file mapping specifications for file programming to ensure seamless conversions.
Consulted clients on improving and cleaning bank files for conversion.
Suggested and developed new strategies for converting bank files to Fiserv SourceOne.
Ran edits on conversion files and analyzed converted data for accuracy and integrity.
Provided detailed, accurate, and timely updates to all project managers involved in the conversion.
PNC Bank, Pittsburgh, PA (February 2001 to August 2004)
Custody Representative, Institutional Custody
Proactively analyzed current business needs and recommended additional bank products to develop stronger client relationships.
Conducted and monitored trading activity of client accounts and ensured accuracy and proper settlement.
Briefed clients and management of all issues that could have a financial concern for the client accounts.
Presented outside money managers with detailed instructions on trading in clients’ accounts.
Trained new employees and proposed strategies for proper handling of accounts resulting in less errors.
Administrative Representative, Trust Custody
Maintained accurate trust documents and records necessary for proper tax reporting.
Paid legal and investment management fees with regard to the clients’ trust accounts.
Notified and updated client accounts with regard to corporate action notifications.
Critiqued client banking relationships and soft sold PNC Bank products when appropriate for the client.
ACH Implementation Representative, Treasury Management
Implemented ACH services for new and existing clients.
Tested client files for proper NACHA formatting and recommended exact corrections when appropriate.
Modernized and wrote procedures for multiple functions/duties within the ACH Implementations group.
Actively worked on multiple implementation products for many diverse clients on a daily basis.
Client Service Consultant, PNC Advisors
Supported Advisors, Account Officers, and Investment Officers in maintaining client relationships my providing high quality customer service.
Monitored the PNC Advisor’s web page mail box for client requests, problems, and questions and provided resolutions within a four business hour turnaround time.
Generated client requested distributions on trust accounts while following strict security guidelines.
Completed maintenance on trust and bank accounts to ensure proper statement cycles, tax reporting, and automated distributions.
Federated Investors, Pittsburgh, PA (August 1998 to February 2001)
Reconciliation and Internal Support Coordinator, Edgewood Services
Reviewed, identified, and resolved discrepancies leading to out of balance issues appearing on management information reports.
Coordinated and conducted testing procedures for a new on-line product.
Communicated daily with clients and Federated’s programmers to recommend corrections and enhancements surrounding the new on-line product.
Trained co-workers and management on the uses and maintenance of the new on-line product.
Operations Representative, NSCC Services
Reviewed audit reports to ensure proper posting of transactions, correct settlement, accuracy of registrations, and proper posting and payment of commissions.
Professionally serviced telephone inquiries from clients and internal service partners in a timely manner.
Contributed in converting and /or de-converting clients for NSCC processing.
Mellon Bank, Pittsburgh, PA (March 1996 to August 1998)
Trust Operations Processor
Settled trades for Off-Shore Time Deposits totaling between one and four billion dollars daily using Mellon’s proprietary system.
Generated and corrected entries for Off-Shore Time Deposit trades that were settled with incorrectly advised information.
Streamlined the duties of Off-Shore Time Deposits from two people to one person.
Education:
The Pennsylvania State University
Bachelor of Science in Economics; Minor in Business.
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