Elizabeth Cusano
Computershare
Brick,NJ
24
years of professional experience
Skilled account management professional with proven track record in fostering client relationships, driving revenue growth, and managing complex accounts. Known for strong focus on team collaboration, adaptability, and delivering results. Expertise includes strategic planning, client communication, and problem-solving. Highly reliable and flexible in meeting changing business needs.
Work History
Account Manager
2 Years 5 Months- Coordinates the successful result of all Equity Plan client activities, including ESPP Purchases, proxy services, dividend cash payments and reinvestments, restricted stock lapses, stock option exercises, and insider trading blackouts among others
- Intercedes and resolves client or participant inquiries quickly and accurately
- Develops strategic account plans to align services with client objectives and drive growth.
- Assist clients with completing special projects, expediting transactions, troubleshooting, problem solving, and servicing of all participant accounts
Event Management Specialist/ESPP/ESOP Plans/ Employee Equity Plans Specialist
4 Years 9 Months- Coordinate and manage client specific activities and events such as Corporate Actions, Blackouts, Dividend entry/processing, Escheatment Reporting, Termination/ Fee Shift projects and Proxy Related activity.
- Update and coordinate participant level information for defined functions including Early Exits for Leveraged Plans and Grant Acceptance set up.
- Work in concert with Sales, Product, Relationship Management and other internal/external entities to meet client needs.
- Analyze, review, interpret and consult on documents required to open and maintain Employee Stock Purchase accounts.
- Interface with multiple business partners in a cross functional environment to ensure that plan processing is conducted in an accurate and timely manner.
- Audit financial, non-financial statements, update tax certification in accordance with W-8BEN/W9 forms, review annual reporting forms 1042/1042S, prepare and approve 1099s to ensure they are in compliance with current IRS regulations.
- Coordinate and manage specific Corporate Events, i.e.: Termed/Fee Shift, Corporate Actions, Mergers/Acquisitions, Proxy, Dividend entries and Tax Reporting.
- Provide superior customer support to financial advisors and client associates to assist in maintenance to their clients’ accounts, from account creation, allocations and essential updates.
- Ensure proper focus and checks and balances are in place and reviewed to avoid any financial penalties due to missed events, SLAs, critical incidents and reconciliations.
- Coordinated with internal departments to streamline operations and improve overall company efficiency.
- Championed change management efforts to successfully implement new systems or processes within the organization.
- Enhanced team productivity by providing consistent feedback and guidance on performance goals.
Tax Reporting Analyst/Tax Adjustment Analyst
6 Years 7 Months- Balances all record totals from clients IRS files to number entered in TRFS (Tax Reporting System used by Computershare). Meets or exceeds a quality standard of 98% accuracy for Tax Reporting Season to reduce financial loss due to incorrect mailings.
- Run/Approved Stub Attached 1099 clients within 24 hours after email notification.
- Run/Approve Stand Alone Clients within 7 days after Tax Letter is received by RM.
- Processed and removed B&C notices on clients’ accounts once notice was received from the IRS.
- Processed withholding refunds on a daily basis within specified time frames.
- Made corrected 1099’s for clients once we received notice.
- Reviewed and Maintained an understanding of the Internal Revenue Service specifications.
- Reviewed/processed/audited all inquiries related to cost basis on individual accounts.
- Validated data sources and reconciled outputs to ensure reliable reporting results.
Customer Service Representative/Escalation Representative/ESPP/SOP Workflow Analyst
10 Years 1 Month- Handled all escalated calls from representatives and irate holders which needed prompt resolution of inquiries and call backs regarding Stock Transfer, ADR’s, Reorganization (Corporate Actions), Loss Securities, Escheatment, and Employee Plans.
- Worked closely with various departments as well as multiple call centers and outside vendors including Buck Consultants to ensure projects were completed in a timely manner.
- Handled multiple emails on a daily basis from the Home office as well as other Escalation Representatives.
- Worked as a Team Lead to the Customer Service Representatives on the floor and verified sale transactions.
- Handled all Trade Investigations which were ESOP/ESPP Exercise and Tax Disputes.
- Handled all maintenance and address changes including certification of accounts.
Education
Some College (No Degree)
Skills
Client Services
Tax Filing & Reporting
Project Management
Time Management
Financial Services
Team Leadership
Strategic Planning/Analysis
Transfer Agent/Employee Stock Purchase Plans/Employee Stock Options
Account management
Customer service
Teamwork and collaboration
Goal oriented
Operations
Account servicing
Account servicing skills
Customer rapport
Complaint management
Timeline
Account Manager
Computershare
06.2024 - CurrentRead More
Event Management Specialist/ESPP/ESOP Plans/ Employee Equity Plans Specialist
Computershare
09.2019 - 06.2024Read More
Tax Reporting Analyst/Tax Adjustment Analyst
Computershare
02.2013 - 09.2019Read More
Customer Service Representative/Escalation Representative/ESPP/SOP Workflow Analyst
The Bank of New York Mellon/Computershare
01.2003 - 02.2013Read More
Pace University
Some College (No Degree)
Read More