Olivia Flores

• Act as liaison between complex clients and high-net worth clients to ensure accurate and
timely processing of account setup and cash movements.
• Account administration to setup fee setups and maintain knowledge of account
agreements and governing docs.
• Coordinating and informing clients about problem resolution steps
• Assists Wealth Management Relationship Advisors with client request, meetings, business
development and client presentations.
• Identify service efficiency enhancements, process improvements and service delivery
using creative and proactive measures. Support and advocate the Client Administration
E2E program.
• Able to serve as a key subject-matter expert and mentor to other junior-level employees.

• Responsible for maintaining the accounts, respond to client inquiries, produces action
plans, and reports, and oversees transaction processing in coordination with the Client
Support Services Team
• Assist Wealth Management Relationship Advisors with client requests, meetings, business
development and creating client presentations. Monitor accuracy, productivity and
timeliness, review of changes status in BPM.
• Oversee development of appropriate action plans for client service events and
communicate with clients regularly to inform them of account set-up or status, document
requests, or other information.
• Develop and maintain a working knowledge of various business applications critical to
relationship management including client on-line tools while understanding of the risk
associated with each segment, services, product.
• Performing the day-to-day account opening/setup support activities, notification to
appropriate partner groups, fee setup and schematic updates complying with client
specific procedures

• Serve as the liaison between CITS and client service teams.
• Proactively identify and implements ways to enhance service teams.
• Daily Administration of various Public Fund/Taft-Hartley relationships
• Performing the day-to-day account support activities, documenting, and complying with
client specific requests.
• Managing specific client issues and ensuring resolution to the clients satisfaction
• Facilitates communication to execute transaction activities in a timely and accurate
manner Oversee development of appropriate action plans for client activities, ensure
execution and follow up.

• Support ARAs in the day-to-day work and provide action plan and train new hires on all
systems.
• Give presentations to clients on Northern Trusts internal applications (WCM and TOE) in
English and Spanish.
• Monitor all Queues (Trade Order Entry, Trade Order Workflow, EDM and Web cash
Movement for internal partners and clients. Proactive identifying and taking steps
necessary to minimize loss due to errors.
• Prepared and evaluate ARA account desk loads as well as attend Client Service Meetings
and Turnovers
• Assist as liaison between NTSI, Traders, NTQA, AFS, MFS, PEDIV, and Technology to
improve/resolve issues.
• Serve as main point of contact and resource for ARAs, RMs, C&IS managers and other
partners.

• Supported Account Managers and Relationship Managers in the day-to-day working of
personal trust client relationships. Assisted Account Manager and client servicing reps
when issues arise.
• Received Client request information from various sources including fax, telephone, trade
capture, and systems.
• Initiated disbursements or contributions of funds for proper processing to buy or sell
assets upon client letter of direction through various systems. Interact with partners/client
daily on all aspects of a client relationship.
• Verified specific transactions were properly processed and posted in an accurate and
timely manner.
• Processed Mutual funds, Commingled funds, NTQA funds, Limited Partnership, call backs
and transaction movement. Verified global and domestic overdrafts, zero balance report
and ticklers and Maintain Schematics
• Utilized Trade Order Entry/Workflow, Web Cash Movement, Document Imaging, Sherlock,
and CIT system.

• Responsible for prioritizing, distributing, monitoring, and processing workflow for clients
Lockbox accounts according to instructions from Checkbox system. Meet client-imposed
deadlines to increase credit float.
• Encode match, compile reports such as turnover, Batch Summary and End of Date reports.
• Serve as back up for monitoring ROI deposits to for same day deadlines, hold over items,
sorting mail.
• Image Motorola, Transamerica, GE deposits and create a tape transmission, cash tickets,
customer error notices. Trained new employees and temps, review exception items and
workflow though Batch Tracking

• Responsible for ordering and distributing CFS Trust statements to Information Delivery
analysts.
• Additionally, Participated in month-end client statement mailings.
• Served as back up on tax cost changes, CTARO toolkit downloading, account set-ups, and
PAS system 36, and assisted other team members during heavy periods.

• Responsible for preparing Book and Market Reconciliation reports using Lotus
spreadsheets.
• Distribution of mail, processing timesheets, utilizing the SAR system and quality checking
client statements
• Retrieved Mutual Fund Statements from the Imaging system and GIC statements from GIC
analysts.