Oliver McCutchen

• Analyzed operational processes to identify inefficiencies and recommend improvements.
• Collaborated with cross-functional teams to enhance workflow and communication.
• Developed and maintained reports to track performance metrics and trends.
• Implemented quality control measures to ensure adherence to established standards.

Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

Provide first contact and escalated call servicing and research support to a wide array of external clients to include, but not limited to, Global Wealth Management, Commercial, Large Corporate, designated high value super sensitive clients, Middle Market, Small Business, consumers, financial institutions and government entities.  Simultaneously balance same level of support to internal partners such as Global Client Services, Customer Service & Solutions, Sales, Client Account Officers, Legal, Office the CEO, US Trust, Specialized Gate etc. Provide direction/guidance to clients and internal partners on processes related to billing, settlement, posting, reversals, returns, rejects, claims, processing , ACH/ Wire products/services. Interpret and consult on Wire specific messages / PEGA investigation cases.

Accurately processing wire transfer instructions received via phone within the established timeframes. Responsibilities included: basic  level reporting, call center support,  reviewing and processing transactions for item processing, sorting using electronic or mechanical equipment, reconciling statement rendering, MICR/image, float, lock box, remittance, ATM deposit, and performing other support operations functions as required  following internal operational and financial controls to ensure bank standards are met.

• Serve as primary point of contact for distribution customers within a defined geography.
• Handling all Inquiry to Order (ITO) requests from customer base, including pricing and availability, stock check, back order assistance, system user set ups, order tracking, claims, order expedites and returned goods authorization.
• Provided schedule dates for shipments and availability requests communicating directly with suppliers for schedule improvements and manual relocation when necessary.
• Communicated decisions to customers and notified outside sales teams of any potential commercial issues.