matthew baser

* Managed escalated customer issues from various channels of distribution to resolution through judgment, accountability, and delegation. * Utilized personal discretion while adhering to regulated business practices to ensure customer retention through appropriate product and service discounts. * Measured results and identified customer trends resulting from newly implemented service policies and practices. * Analyzed overall customer service practices, recommended, and implemented new business policies and practices to improve call center efficiency and quality control. * Assigned tasks involving resolving customer issues with all areas of the organization, tracked progress, and ensured accountability and completion of follow up with customers. * Analyzed Dish Network’s overall customer service performance and made recommendations and implemented new policies and practices.

Delegated with Point of Contact Authority, provided guidance and approval for representatives beyond their maximum limits. A member of the new CBS Solutions VCP program assisting with Solutions calls during long hold times. Training Collaborated to create new training decks for Efficiency Training, and delivered to Denver Bank teams. Trained bank teams on identifying Emotional Intelligence. Possessed excellent analytical skills with a superior level of attention to detail in order to adhere to stringent bank policies, procedures and guidelines. Delivered exceptional client service that delighted clients while demonstrating ownership and accountability to ensure that all inquiries are handled efficiently and accurately.

* Invoiced and issued Purchase Orders, Internal and External Purchase Requisitions for all organization chosen vendors, as well as reconciled accounts in Excel for monthly reports. * Coincided with Purchasing and General Accounting departments for on-campus vendor purchases for all student organizations. * Assisted organizations to perform semi-annual budget revisions for all monies allotted by the Associated Students of the University of New Mexico (ASUNM) Finance Committee. * Was responsible for assisting the same organizations to prepare Budget Packets, as well as to defend and negotiate budgets against the ASUNM Finance Committee. * Utilized skills in Accounting, Group Management, Customer Service, Data-entry, Access Database Management and Excel spreadsheets to effectively maintain all University accounts.

* Monitors Large sets of data for various scenarios including politically Exposed Persons (PEP), international/Domestic Corporations and Pooled Investment Vehicles (PIV) for suspicious activity and Money Movement beyond normal account behavior, if found escalate appropriately. * Completes Investigations while compiling large sets of data and utilizing critical thinking skills, looking for patterns/trends and thoroughly documenting findings to clearly support analysis and conclusions to be presented to Compliance Leadership. * Composes Suspicious Activity Reports (SARs) with accuracy according to established department policies and procedures. * Provides feedback on metrics through (Insight) Internal Surveillance System to ensure value is added for each situation which flags. * Facilitates external request From AML testing departments for additional clarity on insight Metrics and usage. * Collaborates in training initiatives for onboarding new employees, including QA, Ghosting and Classroom Training.

Ensured compliance with regulatory requirements dealing with verification of identity for the firms Customer Identification Program (CIP), Know your Client (KYC) and Enhanced Due Diligence (EDD) requirements. Performed Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) reviews on Corporate, LLC and Individual brokerage accounts. Conducted Negative Media searches for clients who flagged for Factiva search requirements. Analyzed alerts and flags for individual and organizational records and processed accordingly to ensure the identity of the client has been confirmed before the account becomes active. Identified potential identity and fraud issues when onboarding new client and accounts. Documented proof of research for individual and organizational accounts, and request additional information via various Business Partners i.e. Branch’s or Advisor Services.