Banking Operations-Wire Transfers & Securities Processing - Claims CSR

LORNA MARITZA NUÑEZ

Yonkers, NY ***** 917-***-**** ********@*****.***

Well-accomplished Customer Service Representative with a diverse background in banking operations over the past 20 years, dedicated to maintaining customer satisfaction and contributing to company success goals. Proven ability to empathize, establish rapport with clients and exceed expectations. Dependable achiever, with the ability to support complex, deadline-driven objectives. Flexible team player with excellent leadership qualities.

Objective: To pursue and achieve an effective professional appointment in an established, reliable and dynamic firm.

AREA OF EXPERTISE

Microsoft office, Excel, Outlook, Word, Lotus Notes

Report Preparation

Training & Development

Pegasystems

Treasury Operations

Alternatives Investments

Business Analysis

Asset Valuation

Financial Statement

Ratio Analysis

Complex Financial, Operational, & Quantitative Modeling

Measurement of Productivity & Process

Securities Trading

Technical Analysis

User Acceptance Testing

Budget development

Critical thinking & Problem-solving skills

Planning and organizing

Results-oriented

Customer Service

Performance Evaluation, Attribution, & Presentation

Risk Management

Portfolio Management

CORE COMPETENCIES

Strong communication skills, verbally and in writing

Ability to explain issues assertively and professionally

Excellent capabilities in developing high-quality content (e.g., for reports, presentations, special projects) with attention to detail and accuracy in delivery

Excellent analytical skills

Pro-active and highly motivated – desire to question beyond the basics, goal orientated and drives for resolution of problems

Solid knowledge of cash products, systems, and markets

Strong attention to detail

Excellent problem-solving skills; ability to prioritize multiple and competing tasks

Excellent time management and an ability to work to strict deadlines

Strong organizational skills with the ability to prioritize work

Ability to multi-task, working to deadlines accommodating varying levels of volume without deterioration in task quality

English, Spanish - Expert

PROFESSIONAL EXPERIENCE

Progressive – Tampa, FL

Claims Representative, October 2018 to June 2021

Took part in a call center working environment that was later changed into work from home.

Answered calls from all involved parties wishing to file a claim. (Attorneys, agents, insureds, claimants and their related parties, hospitals, lien holders, etc.)

Aided with setting up tow service, referrals to body shops, rental reservations and made sure all incoming calls for existing losses were directed to the correct claims adjuster.

Filed all incoming calls with caller info and reason of call on all existing loss claims.

Citibank - Tampa, FL

LATAM Corporate Actions PROXY Processing and Servicing Analyst, April 2014 to July 2018

Adapted to the Maker/Checker process by assuring the quality of the work being processed. Roles were traded throughout the day between team members.

Arranged the daily calendar of Proxy events for management.

Disclosed the announced dates and deadlines for Latin American and Brazilian Proxy events needed to plan and prioritize the days’ work including an alert of high-profile clients holding shares in any events.

Expertly handled pivot tables that showed weekly and monthly projections of meetings and safekeeping accounts.

Organized all LATAM and Brazilian PROXY voting meetings while continuously monitoring and reviewing the incoming flow of new, additional, and or late voting instructions.

Supervised the department email bucket for all asset servicing-related inquiries such as amendments, cancellations, or "Best Efforts" for instructions received past the cut-off time.

Inspected all Proxy related items were processed timely, effectively, and within established market standards and deadlines.

Acted as a liaison between Depositories, Agents, Trustees, and Issuers while interfacing with other operational units as needed by establishing productive working relationships with internal and external business partners such as other financial institutions in both North America and LATAM regions.

Intermittently performed as UAT to provide feedback on enhancements made to both mainframe (SECORE) and web-based (Work Bench) systems.

Citi - Tampa, FL

Securities Lending Analyst - Advantage Staffing Temp, January 2014 to March 2014

Global Sanctions Operations Analyst - Advantage Staffing Temp, October 2013 to December 2013

Aided with the daily preparation of reports and analysis results.

Proactively involved in Data Entry.

Inspected emails for inquiries.

Anti-money laundering investigations.

Walmart - Brandon, FL

Asset Protection Associate, February 2013 to September 2013

Expertly monitored customers as well as employees for illegal activity.

Apprehended shoplifters or employees until law enforcement arrived.

JPMorgan Chase Bank - Tampa, FL

Senior Wire Transfer Investigator - UAT/Trainer/Support/Team Lead, October 2001 to September 2012

Spearheaded team meetings to inform the staff of new developments, rules, procedures, etc.

Oversaw any escalated issues by the staff.

Supervised team members as they transitioned on to the new investigations platform while still following procedures by checking for accuracy in the daily production.

Created and documented the training manual for each role/department that would use the new wire transfer investigations platform.

Designed PowerPoint presentations for training and awareness sessions for in-class and online settings.

Liaised the business and the PRPC developers.

Wire transfer investigations.

OTHER PROFESSIONAL EXPERIENCE

JPMorgan Chase Bank - Tampa, FL

Trainer and Liaison (Pega Rules Process Commander), 2008 to 2012

Quality Assurance Tester /User Acceptance Tester, 2007 to 2008

Sr. Investigator for EFT / Transaction Processing Specialist, 2001 to 2012

JPMorgan Chase Bank - Adecco Temp Agency

HR Administrative Assistant, June 2001 to October 2001

EDUCATION & LICENSE

Associate in Liberal Arts and Sciences

University of South Florida-Main Campus - Tampa, FL

June 1995 to August 1998

New York Life Insurance Agent/Broker Series 17-51. License #1703169

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