Customer Service Quality Control

CAREER SUMMARY

Senior Operations Support Specialist with proven experience in research, compliance, reconciliation, processing, analytical problem solving and excellent customer service skills. A Self motivated quick learner with superior analytical and organizational skills. Proficient in Microsoft office suite, SAP, related bank accounting systems and reports.

EXPERIENCE

JPMorgan Chase & Co., Houston, TX (1992 – 2009)

Sr. Accounting Support Specialist – Commercial Bank (2007 – 2009)

Reconciled general ledgers including sub ledgers in a timely manner to ensure the accuracy and relevant financial data.

Resolved reconciled outstanding items and rejected report items, internal and external customer inquiries with thorough analysis and research, resulting in decreased outstanding items and increased customer satisfaction.

Assisted internal and external departments, customers in related inquiries, questions and to clear exception items.

Prepared and posted journal entries to reflect corrections according with GAAP.

Developed processes to improve the Business Service Level Agreement for posting entries resulting in decreased risk events items in accordance with compliance guidelines.

Performed User Acceptance Testing of General Ledger and other downstream systems to ensure system enhancements were consistent with business requirements and provided assistance to management for special projects as needed.

Managed quality control for daily batches and manually posted journal entries to decrease errors and increase accuracy.

Prepared and reported daily, weekly and monthly key performance metrics for management. Created and maintained a list of incomplete and exception items.

Sr. Operations Specialist - Business Banking (2004 – 2007)

Assisted in complex research calls on the Business Banking Customer Service Support Line by answering process and procedure questions and assisting with Loan Closings and funding transactions.

Reconciled In-process General Ledger accounts and DDA accounts including ACH, Wire, Lock box and Access cards.

Reviewed new loans for all appropriate documentation including executed Note, Loan Agreements, Collateral liens, and other Covenants to ensure against any violations of lending polices and regulatory guidelines

Trained new team members in processing and posting General Ledger entries and monetary transactions.

Controlled the Cross Bank settlements for Business Banking during several Bank Conversion events including – Bank of New York, Bank One and Chase Manhattan Bank.

RAJESWARI (RAJI) VADDI

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Proof & Control Analyst – Consumer Bank (1998 - 2004)

Reconciled General Ledger accounts within production standards.

Researched and resolved rejected items within established time frames to maintain corporate standards.

Identified and elevated issues to management with advised clearing recommendations.

Processed end of the day settlements and ensured the systems were balanced and closed properly.

Loan Operations Administrator - Consumer Bank (1992 -1998)

Processed loan applications, including direct and indirect auto loans, small business applications, mortgage, revolving and home equity.

Contacted Bankers and external business partners for missing support documentation.

Reviewed and routed documents to designated work queues using View Star (Image System).

Identified support documents and routed to designated lender queues.

Generated MIS reports for management to monitor turnaround times.

Maintained high standards of data entry on ACAPS and assisted in system enhancement projects.

EDUCATION AND TRAINING

Accounting certificate - Houston Community College, Houston, TX

JPMorgan Chase Company Coursework

TECHNICAL SKILLS

Microsoft Office Suite

SAP

IVAULT

ACBS

VLS

Typing –45wpm

Alpha & Numerical Data entry

Document Direct

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