Isabel Berasategui
External Reconciliations Supervisor (Secondment)
Employed
Available
I have a strong ability to identify improvements and propose effective solutions, with a positive mindset and a can-do attitude.
Influencing the business's corporate strategy with an operational and client-customer based approach; I innovate cash and stock related operational processes.
I work through challenges with a smile and liaise with all departments for a better understanding throughout the business, opening challenges of communication, ultimately improving interdepartmental effectiveness.
Influencing the business's corporate strategy with an operational and client-customer based approach; I innovate cash and stock related operational processes.
I work through challenges with a smile and liaise with all departments for a better understanding throughout the business, opening challenges of communication, ultimately improving interdepartmental effectiveness.
Client Money and Asset External Reconciliations Supervisor
Computershare
Since November 2019
- Sign Off the daily Reconciliations for Stock and Cash through out multiple accounts diversified in different Institutions and Custodians.
- Sign off the daily funding for Regulated Accounts.
- Liaised with the business for the correct maintenance of the Corporate and Client Accounts.
- Supervised 4 individuals, trained and motivated them to pursue their individual and collective team goals.
Senior Client Assets Governance officer
Computershare
Since May 2018
- Designed the Client Assets (CASS) Governance Framework for CIS UCIA based on 3 Pillars: CASS Awareness (leaflets, dedicated website, CASS and Breach E-Learning); CASS Assurance across the business using a Risk Management Platform, creating and updating CASS Policies (from client onboarding to reconciliations, dealing or product design including risk management, systems and controls; And CASS Oversight taking part on the Monitoring Programme for the CASS Audit.
- Maintained the CASS Resolution Pack and CASS 6 and 7 Mapping, engaging with all Departments on the creation and monitoring of policies and operational procedures related to Client Money and Assets.
- Created workshops aiming for: a better understanding and Mapping of CASS Rules, deep analysis of risks and controls amongst Dealing, Treasury, Payments, Product and Client Management Departments and a better Governance and Oversight of their own operations.
- Coordinated the Annual External Audit, liaising with all the Departments involved, locating and providing those documents requested under strict time constrains while the BAU activities remain unaffected.
- Coordinated and Supervised the creation of CASS related Policies and Procedures across Computershare UCIA during the migration of our Clients Assets to Equate Plus system.
Senior Insurance Customer Relations Officer
MAPFRE
Since November 2015
Bristol
United Kingdom
- Investigate customer concerns and identify critical issues within the customer facing areas of the business: insurance sales and claims operations, payment processes, underwriting and customer service.
- Liaise with all levels of the business, including CEO and Senior Management to report the results of my investigations, instructing immediate solutions and proposing improvement suggestions to all departments and divisions in MAPFRE.
- Communicate the outcome of my investigations to our customers and negotiate compensations. My aim is to help the customer to better understand their policy and the regulations, while reaching amicable resolutions.
- Prepare my team´s case files for the Financial Ombudsman Service, defend the case and reach favourable resolutions.
- Have responsibility for reviewing complex cases which are referred from other team members, as well as acting as the lead investigator for the company's blue chip brand partners, including Virgin Money and Asda Money. In addition to this I am also responsible for mentoring new starters
Investment Customer Relations Officer
HSBC
December 2014
to November 2015
Bristol
United Kingdom
- Investigate issues brought by investors regarding their HSBC investment operations and processes and report breaches in banking regulations and internal procedures.
- Effectively convey my findings to customers aiming to achieve their complete satisfaction, restoring any financial loss whilst applying the Treating Customer Service principles.
- Undertake compliance controls on end to end investment operation processes.
- Identify risks and actively implement adequate measures and procedures designed to minimize such risks
- Liaise with all departments to exchange valuable information and feedback.
Senior Customer Service Officer
HSBC
January 2013
to November 2014
- Open banking products including loans, mortgages, investment accounts and insurances.
- Offer the best banking solutions for walk in customers.
- Manage banking hall, led meetings, resolve complaints, load ATMs, coach colleagues and training new starters.
- Comply with HSBC policies and PRA, FCA and FOS guidelines and regulations.
Junior Barrister
Bufete Schüller, Hormigo y Asociados
September 2011
to December 2012
Internship
Madrid
Spain
- Gather evidence and research legal precedents in administrative, civil and corporate cases in: corporate fraud, social responsibility of businesses managers.
- Draft demands and claims in civil cases and business contracts.
Solicitor. Barclays project
Barclays
March 2008
to August 2008
Madrid
- Write mortgage contracts, calculate taxes and quotes, liaise with customers and third parties.
- Member of the Staff Council and Pension Scheme Comittees
- Member of the Communications Workshop Programme
- Excellent communication written-oral-questioning skills
- Strong negotiation and influencing skills
- Excellent Analytical skills with special attention to detail
- The ability to listen and reason empathetically.
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English (fluent)
Expert
-
Spanish (native)
Expert
- Microsoft Office – word, excel, access and power point
- Compiled and edited monthly activity reports
- Daily user of databases (MCF, Liberty, Citrix)
- Accurate (Reconciliation System)
- Citadel (double ledgering System)
- Axiom (Risk Management Platform)
Investment Operations Certificate
The Chartered Institute for Securities & Investment (CISI)
Since June 2019
Member of the Madrid Chamber of Lawyers with number 103606
- Yoga
- Hiking
- Travelling
