Fulvio Santana

Senior Client Service Representative @Bank of America Merrill Lynch

New York, NY, US

Strong Knowledge of Fixed lncome products, settlements and surrounding processes• Daily reconciliation, support and associated DTC/FICC/Euroclear settlement of domestic and foreign fixed income products• Ensure proper controls are in place to resolve trade breaks in a timely manner, meet all regulatory reporting requirements (TRACE), Balance positions, and monitor DTC and Euroclear settlements using the fixed income fail report• Act as backup to my colleagues• Support the implementation of new business initiatives while maintaining efficiencies and controls• Perform other duties as assigned• Maintain positive and long-term relationships with clients• Interact with clients to understand their needs and expectations• Answer client queries received via telephones and e-mails• Analyze client concerns and provide corrective actions• Escalate complex issues to appropriate team for timely resolutions• Document client issues and resolutions for reference purposes• Maintain report templates and generate client service reports for management• Maintain records of client information, services and communications in department’s database• Develop process improvements to enhance customer service efficiency and effectiveness• Follow and enforce service quality standards• Obtain and communicate client feedbacks to management

Mercy College

BS in Business Administration