As a Reconciliation Officer, you will provide resolution to escalated complex client inquiries, using expert knowledge of diverse products and processes, effectively analyze issues and activities that may impact the client experience, operations risk and process efficiencies.
• Subject Matter Expert for the end to end operations process/fulfillment management for specific products and services, having clear Client First focus and continuous improvement mindset to support business strategies.
• Provides consistent high quality service by responding to assistance requests and escalations from all channels within 24 hours contributing to achievement of business Client Service Commitments (CSC’s). Escalating to manager as appropriate.
• Applying analytical skills to proactively identify trends, recurring errors and service gaps; providing solutions for improvements.
• Uses problem solving tools and analysis techniques to break apart complex situations/problems in a systematic way. • Manage and maintain process to follow-up on aging items. Ensure compliance at specific time markers: within 5, 10, 15 and 30 business days as required • Participates in coaching discussions with Service Partners to reduce errors and improve service gaps.
• Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines (SOX, G/L attestation, EUC, Enterprise G/L Attestation policy and CPA)
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