Julie Swan
Seaford,Sussex
Summary
I am focussed and conscientious with a positive attitude. My knowledge of practices and procedures, gained in a major clearing bank, has provided me many transferable skills. I am willing to learn new tasks / skills and accept greater responsibility. I work well as part of a team or by myself, meeting demanding targets and tight deadlines. Excellent communication and interpersonal skills ensure I have great relationships with colleagues and customers. I enjoy meeting new people, seizing opportunities and working as a team to maximize revenues and deliver exceptional client service. I have an extremely high work ethic and I firmly believe in personal accountability. I believe it is these attributes, coupled with my enthusiasm and readiness to learn which would make me an asset to any workforce. Motivated professional with strong organisational skills and a commitment to maintaining high service standards. Cultivates positive relationships through effective communication and teamwork. Brings a proactive approach to problem-solving, ensuring swift and accurate resolution of customer inquiries.
Overview
29
29
years of professional experience
Work History
Administrator
Addeco for Lloyds Banking Group Ltd
Brighton, Sussex
08.2024 - Current
- To ensure a wide range of financial transactions and enquiries received via email are administered efficiently and professionally, manage caseloads and tasks, ensuring they are completed and delivered accurately and within the given timescales. Prioritise workloads to ensure customer enquiries are dealt with promptly and accurately.
- Managed daily administrative tasks, including scheduling meetings and organising files, to support office efficiency.
- Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
Permanent employment
American Express
07.2022 - Current
- Handle every stage of processing a transaction from the moment when the client creates the transaction to when the transaction is uploaded to the counterparty bank.
- The payment processes include Screening the transaction for compliance, Validate the country and currency requirement, which are obtained from the validate guide, Check the funds have been received for the transaction, Dual verify that all the information is correct in the transaction, Upload the transaction to the counterparty bank, Cancellation of the transaction if it is required.
- After the payment is created by the client, it may pass through several process queues in FXOPS. Process queues allow us to verify payment information to help ensure a successful transaction.
- FXIP Investigations/aftercare Once the transaction has been uploaded to our counterparty bank any queries regarding the transaction is managed by our Investigations team who handle the aftercare services. Investigations team manage a variety of specific case types, which are defined within our system Salesforce.
- FX International Payments (FXIP) is a small, specialised part of American Express, which offers small to medium sized businesses across the globe the facility to transfer funds internationally.
Internal Control & Compliance Analyst - Global Payment Services
American Express
02.2019 - 10.2020
- Managed and supervised the daily cheques coming into office globally.
- Ensuring that cheque elimination letters are sent out daily advising Card Members we no longer except cheques as a form of payment and provide alternative methods of how to pay account.
- Ensuring cheque exceptions are completed and sent to Standard Chartered bank.
- Creating Cheque Control Log to monitor all cheques for reconciliation team.
- Ensuring that all receivable payment files are received into AXP payment systems daily.
- Operate daily control automation process including unidentified item case set-up via Blue Prism.
- Monitor and control processes within EMEA Payment Services across all elements of regulated tasks including but not limited payment processing and PSD requirements ensuring adherence to regulatory requirements and AXP procedures.
- Analyse internal controls to determine process gaps and opportunities, working with the business to implement and maintain appropriate levels of control.
Global ATM Settlement Solutions Analyst
American Express
04.2012 - 05.2018
- Managed and supervised ATM disputes processes for Latin American and Asia regions.
- Implemented process improvements to streamline the work that migration from the US to the UK.
- Build strong relationships with ATM Bank partners globally.
- Responsible for engaging and building relationships with Proprietary partners on a daily basis to meet customer needs.
- Developed in depth knowledge of Proprietary and Partner Issuer and Acquirers Globally to resolve ATM disputes.
- Monitors all daily processes to ensure timeframes are adhered to and chargeback write off's are avoided. Manages daily pending control payment file received from all Bank Partners, conducts investigations and analysis of outstanding values.
Alpha Card Operational Support Analyst
American Express
10.2011 - 03.2012
- Create and implement new processes to transfer the servicing activities from the UK to the joint venture partner in Belgium, including, payment enquiries, statement enquiries, financial and operational reporting.
- Set up Merchant contracts and manage ongoing relationship with JV partner whilst the system remediation took place.
- Built strong working relationships with both internal and external business units involved in the servicing processes.
- Responsible for engaging and building relationships with Joint Venture partners on a daily basis to meet customer needs.
Business Manager Support
RBS
04.2011 - 10.2011
- Monitor accounts to ensure expected payments are cleared on a daily basis.
- Manage ongoing relationships with Private Banking Managers.
- Developed knowledge of a RBS products and systems.
- Ensured all routines and procedures correctly followed to prevent fraud and losses.
- Built strong working relationships with both internal and external business units.
- UK
Private Banking Representative
American Express
10.2010 - 04.2011
- Drive business growth and brand loyalty.
- Provide premium service to high value international clients.
- Developed knowledge of a wide range of American Express products, benefits and systems.
- Management of Credit issues, extensions, reductions and ongoing reviews of high net value accounts.
- Influence Private Bank Relationship managers to promote the value of American Express products.
- UK
Reconciliations Clerk
Lloyds TSB Bank
07.2008 - 10.2010
- Responsible for balancing SAP accounts and Financial Reports.
- Efficiently and promptly dealt with enquiries from customers and team members.
- Coached and encouraged team members to achieve service standards.
- Successfully redesigned and implemented Reconciliation procedures.
- Trained, motivated and developed Reconciliations team members.
- As a team member adapted to any task requiring completion.
- Received recognition from First Data for successful work achievement.
- Proactive during integration of First Vision, identifying report information related to rejected chargebacks.
- Ensured area reports available to enable timely reworking and avoiding losses.
- Ensured all routines and procedures correctly followed to prevent fraud and losses.
- Built strong working relationships with both internal and external business units.
- UK
Deputy Team Leader
Lloyds TSB Bank
01.2003 - 01.2005
- Contributed to the achievement of sales and service quality targets.
- Assisted in training, managing, and developing a team of 10 staff members.
- Responsible for setting up support team dealing with reconciliation of monetary transactions actioned with customer accounts.
- Coached and encouraged team members to achieve bank standards.
- Successfully implemented spread sheets to ensure each area within departments received necessary attention by effectively communicating their needs.
- UK
Senior Customer Service Advisor
Lloyds TSB Bank
01.1999 - 01.2003
- Investigated statement disputes and ensured customers received prompt, accurate attention to enquiries in writing, and by telephone.
- Raised chargeback's and handled pre-arbitrations and arbitrations direct with Mastercard, Visa and American Express.
- Built and managed strong working relationship with American Express and internal business units.
- Successfully coordinated the transition of American Express in line with Lloyds TSB operations.
- Resolved disputes to the satisfaction of the customer and the bank.
- Advised customers on necessary action and of basic account requirements.
- Assisted in the achievement of service quality targets.
- UK
Senior Customer Service Advisor
Lloyds TSB Bank
01.1997 - 01.1999
- Ensured calls answered quickly and efficiently and within required bank standards.
- Successfully dealt with customer disputes and queries using extensive personal knowledge and training.
- Assisted in the achievement of service quality targets.
- Ensured all Data Protection Act and other regulations were adhered to.
- As a team member adapted to any task requiring completion.
- Successfully completed day to day administration.
- UK
Education
'O' Level Passes - Business Studies, Maths, English, Childcare & Needle Work
Stanley Deason School
Brighton01.1984
Skills
- Office administration
Timeline
Administrator
Addeco for Lloyds Banking Group Ltd
08.2024 - Current
Permanent employment
American Express
07.2022 - Current
Internal Control & Compliance Analyst - Global Payment Services
American Express
02.2019 - 10.2020
Global ATM Settlement Solutions Analyst
American Express
04.2012 - 05.2018
Alpha Card Operational Support Analyst
American Express
10.2011 - 03.2012
Business Manager Support
RBS
04.2011 - 10.2011
Private Banking Representative
American Express
10.2010 - 04.2011
Reconciliations Clerk
Lloyds TSB Bank
07.2008 - 10.2010
Deputy Team Leader
Lloyds TSB Bank
01.2003 - 01.2005
Senior Customer Service Advisor
Lloyds TSB Bank
01.1999 - 01.2003
Senior Customer Service Advisor
Lloyds TSB Bank
01.1997 - 01.1999
'O' Level Passes - Business Studies, Maths, English, Childcare & Needle Work
Stanley Deason School