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Monique Matthews 20652 Lassen St. Spc. 40, Chatsworth, CA, 91311 (818) 312-0692 mm54de92@westpost.

net Objective To obtain a position utilizing my 23 years of back office operational experience in the financial services industry that will showcase my proven skill s in balancing, reconciliation, posting, research, troubleshooting, and superior customer service that in turn support my values dedication, excellence, honesty , teamwork, and execution. Skills Reconciliation and Balancing Research and Resolution System troubleshooting Optical Image System (i.e., FileNet) Transaction Processing Auditing Data Reporting Telephone Support Productivity tracking Filing Education University of Phoenix Axia College June 13, 2009 Associates Degree in Business Science Experience Senior Procession Representative August 16, 1985 December 31, 2008 Responsible for posting a variety of retirement and non-retirement back office t ransactions to support reconciliation, new accounts, incoming transfers, stop pa yments, and distribution along with providing customer service support. Function s included handling, posting, and balancing customers payments and withdrawals. Also responsible for dealing with inbound and outbound telephone calls involving a variety of inquiries, research and problem resolution to support the calls re ceived. Balanced and reconciled 6,000 general ledger accounts by researching and develop ing processes to clear items within service level agreements. Balanced all daily transactions with no significant overages or shortages in 23 years. Prepared retirement manual teller balancing and department branch balancing. Interacted with branch representatives and other institutions to clear returned items. Integrated complex regulations for compliance and risk mitigation. Calculated various interest adjustments to satisfactorily resolve any customer d iscrepancies. Compiled data and information used to correspond to customer request. Prepared revised customer tax reporting forms as needed (i.e. 1099R and 5498). Interfaced with broker/dealer for daily trade settlements (i.e. buys and sells).

Floated within the department as needed to support various teams as needed to en sure timely processing. Processed approximately 40,590 new accounts annually within 3% error ratio. Trained fellow associates on various retirement operations coupled with complex regulations. Open, sorted, and distributed US mail and interoffice mail rapidly and efficient ly to support 250,000 retirement plan customers. Handled 4,235 incoming retirement calls annually within a 90% service level answ ered within 10 seconds per call with less than a 3% abandoned rate. Handled 5,678 incoming non-retirement calls annually within a 90% service level answered within 10 seconds per call with less than a 3% abandoned rate.