Lidia Włoch

• Validated US tax forms (W8s and W9) to ensure compliance with FATCA and Chapter 3 requirements
• Coordinated with Relationship Managers and Account Opening Teams to resolve any issues related to clients’ US and supporting documentation. Collected supporting documentation where needed.
• Monitored existing client base for change in circumstance and US indicia.
• Completed renewal of clients’ documentation in case of expiry.
• Assisted US Reporting Team by providing clients’ details related to FATCA and Chapter 3.
• Tested new systems created specifically for FATCA/UK CDOT/CRS validation.
• Liaise with internal and external parties to ensure application of correct Chapter 3 service for clients.
• Answered queries from internal and external parties, related to FATCA/UK CDOT/CRS and US Chapter 3 service.
• Run and participated in meetings and conference calls with CITI internal parties, including Account Opening Teams, Client Executives Implementations Managers and external clients to ensure compliance with FATCA/UK CDOT/CRS requirements.
• Worked closely with technology resources to resolve system issues and arrange new functionalities to increase efficiency of systems created for FATCA/UK CDOT/CRS purposes.
• Completed weekly and monthly regulatory and procedural controls on FATCA/UK CDOT/CRS validation processes.
• Developed and updated internal procedure manuals based to new requirements, regulations or recommendation from Corporate Tax.
• Allocated daily tasks between Team members and monitored these are completed accordingly to Team standards.
• Delivered comprehensive training to junior Team members and to Teams from other Departments.
• Run and participated in daily and weekly Team meetings to discuss assigned work, current issues and important procedure updates.
• Represent the Team on meetings with other Departments and with external clients.
• Worked with other Teams to ensure successful delivery of major client on-boarding, market changes and implementation of new services.

• Responsible for processing documentation for new accounts and existing relationships with expiring documents or changes in circumstances requiring a re-documenting of the account.
• Worked with local Agents in multiple investment markets to ensure that clients receive the most advantageous service based upon their domicile, entity type and the current tax product offering.
• Worked with Corporate Tax to ensure appropriate implementation of any market changes or new regulations related to tax service.
• Received in documentation, ensured that the information matches the bank records such as client contracts and reviewed it for validity.
• Processed client tax documentation, and associated work on in house systems.
• Approved/Input of tax rates into mainframe system to ensure that income is paid at correct tax rates.
• SME for US market. Provided US Reporting Team with details required for US 1042-S and 1099 reporting.
• Interacted with number of Tax Authorities (Irish Revenue, HMRC, IRS, Swedish, Norwegian, Finnish, Netherland).
• Processed documentation/tax queries received from other areas of the Tax Operations department (Customer Service, Income Department, Reclaims, Corporate Tax, Tax Liaison).
• Researched, reviewed and coordinated the resolution of invalid, missing, or expiring tax documentation for both new accounts and existing relationships.
• Worked directly with RMs/CSRs, from several different countries, via phone and/or email to resolve any discrepancies and/or inquires regarding tax documentation and tax rates.
• Worked on number of reporting and investigative tasks to ensure that all tasks within the Team are performed correctly.
• Updated Team procedures regarding processing of tax documentation for specific markets and completing specific tasks.
• Completed weekly and monthly KRI checks required for Managers Control Assessment and Audit.
• Distributed daily work within the Team. Ensured that the tasks are completed by end of day.
• Provided training to new Team members to ensure they follow standard procedures.
• Conducted daily Team meetings to ensure any issues are addressed, priorities assigned and updates shared.

This role is part of Team that has been created only for Public Sector clients (specifically for UK Government entities).

Main responsibilities:

Received and resolved client's queries:
• Received queries from clients via phone and e-mail, solved them directly or passed on to the relevant departments for further investigation
• Ensured that all updates, resolutions and/or recommendations are effectively communicated to the client in order to recognize if client is satisfied with an answer and the query can be closed

Proactively monitored clients' activities:
• Informed clients about any payments that cannot be processed STP due to incorrect details in order to help them to amend those payments or instruct a new ones
• Proactively informed customer about any system issues in order to help them to use all necessary contingency procedures
• Monitored new clients going life in order to ensure that all set ups and procedures are working correctly

Supported Team Leaders/Managers, Public Sector Team and Customer Service Department
• Provided training for new Team members in order to help them start working on their own with clients queries/issues
• Prepared presentations about existing and new clients for other Team members in order to familiarize them with the client and be ready for client’s queries
• Prepared agenda items for Team meetings and chaired the meetings in order to share with the Team any news, updates, tips and important information
• Prepared stats and analysis for the Team and Department with regards to clients queries in order to improve service and identify areas where clients need additional support or training
• Other ad-hoc duties and tasks assigned by Team Leader or Manager

Reconciliation of WL IDs:
• Balanced clients' IDs (over 200) on daily basic in order to clear outstanding discrepancies
• Calculated all incoming and outgoing payments on clients IDs on particular days in order to balance and recognize discrepancies
• Ensured that all currency transmissions are processed and all debit and credit entries are identified and properly applied by the system in accordance with departmental standards and client's instructions
• Monitored client's portfolio and set ups to ensure that all are updated and correctly applied

Investigated and resolved discrepancies on WL IDs
• Corrected system errors (for example failed auto funding, SWIFT rejects, etc) in order to resolve existing and avoid any new discrepancies
• Investigated outstanding items using different internal systems in order to collect more information necessary to resolve outstanding items
• Cooperated with other departments within the bank in order to clear discrepancies in a timely manner
• Prioritized large and aged debits in order to decrease eventual risk for the company

Supported Customer Service Team
• Prepared monthly Financial Difference Reports (statements) for the clients with list of outstanding discrepancies on their IDs in order to ensure that clients were aware of outstanding items and took necessary actions to resolve them
• Answered client's queries received from Customer Service Team with regards to WorldLink product and WL client IDs

Supported Team Leaders/Managers, CABS Team
• Prepared documentation requested by Control Team for internal and external audits
• Provided trainings for new Team members to help them start work on their own work-lists as soon as possible
• Prepared agenda items for Team meetings and chaired those meetings in order to share with the Team any news, tips and important information
• Involved in migration process concerning Customer Accounting Balancing Team from Dublin to India
• Other ad-hoc duties and tasks (filing, generate reports, etc) assigned by Team Leader or Section Manager

• Prepared insurance policies based on requests received from the clients
• Collected claims documentation from the clients in order to make sure that their claims were correctly considered by Claims Department
• Informed clients about available policies in order to help them choose the most suitable for them
• Update computer date base on any new policies in order to have easy access to details
• Daily administrative duties (taken phone calls, redirected phone calls, organized correspondence) in order to keep work in the office in order