CARLA J. GOMEZ
Pico Rivera,CA
Summary
Accomplished Banking and Financial Operations Professional with over 10 years of experience in branch operations, payment claims, and financial crimes. Expertise in ACH, wire transfers, Zelle, and electronic payments, with a strong focus on transaction processing and reconciliation. Proven ability to supervise teams, enhance workflows, and manage sensitive information in high-volume settings. Bilingual in English and Spanish.
Overview
23
23
years of professional experience
Work History
FESIP Parent Consultant / Independent Facilitator
Ochoa's Consulting LLC
Montebello, CA
04.2025 - Current
- Developed personalized budgets and coordinated complex service requests, maintaining accurate records to facilitate timely resolutions.
- Managed multiple client matters, ensuring organization and clear communication with families and service partners to meet deadlines.
- Built professional relationships, researched requirements, identified issues, and communicated updates to clients and stakeholders to enhance collaboration.
Senior Associate – Financial Crimes Operations
BMO
City of Industry, CA
11.2023 - 01.2024
- Facilitated financial-crimes and fraud-claim operations for electronic payment activity, including Zelle, ACH, and online banking claims.
- Analyzed transaction information and case data to enable accurate investigations, documentation, escalation, and resolution.
- Executed operational procedures and complied with compliance requirements when managing sensitive financial information with a focus on high accuracy.
Operations Coordinator II – ACH/Wire Claims Operat
Bank of the West
City of Industry, CA
08.2021 - 11.2023
- Handled complex ACH, wire, Zelle, online banking, and electronic payment claims, including unauthorized transactions, incorrect amounts, duplicate postings, and other disputes.
- Researched transaction activity and operational issues, determining resolutions and coordinating timely case completions to enhance claims processing efficiency.
- Reviewed incoming work, prioritized high-complexity cases, prepared reports, identified operational trends, and recommended process improvements to streamline workflows.
- Maintained procedures, workflows, and case documentation while serving as subject-matter resource for payment-claim and financial-crimes operations, ensuring compliance and accuracy.
- Reconciled complex GL accounts, researched discrepancies, and worked with business partners to resolve outstanding operational issues.
Senior Officer of Operations
Bank of the West
Pico Rivera, CA
10.2014 - 08.2021
- Supervised teller operations, providing operational oversight, guidance, and support to ensure efficiency in a busy banking environment.
- Managed customer escalations, account services, and transaction processing, ensuring accuracy and adherence to bank policies in daily branch operations.
- Authorized transactions by exercising signing authority in compliance with bank policies. and overrides and supported operational controls designed to reduce errors, fraud exposure, and unnecessary risk.
- Resolved operational issues and coordinated with branch partners to enhance workflow and ensure timely completion of daily responsibilities.
- Trained new tellers and team members on operational procedures, transaction processing, customer service, and compliance requirements.
- Completed monthly GL certifications, post-NFS/OD reports, vault responsibilities, collections items, and end-of-day operational activities.
Store Manager
Love D
01.2004 - 01.2016
- Managed daily store operations and ensured staff adherence to company policies.
- Directed daily store operations and managed staff duties to enhance service quality.
- Trained and developed team members to enhance customer service skills.
- Oversaw inventory management and implemented effective stock replenishment strategies.
Sales Service Associate
Banco Popular
08.2007 - 09.2009
- Delivered accurate banking customer service and transaction support in a fast-paced branch environment, ensuring adherence to service standards.
- Resolved account inquiries and service requests, enhancing customer satisfaction.
- Informed clients about banking products and services, and promoted informed decision-making.
- Maintained up-to-date knowledge of banking regulations and policies.
Education
Diploma - Computer Accounting II / Accounting
National Polytechnic College
Commerce, CA06-2010
High School Diploma / GED -
Roosevelt High School
Los Angeles, CA06-2005
Skills
- Payment Operations & Claims
- ACH / Wire / Zelle / Electronic Payments
- Financial Crimes & Fraud Operations
- Transaction & Data Analysis
- Risk & Compliance
- Operational Controls
- GL Reconciliation & Discrepancy Research
- Case Documentation & Reporting
- Escalations & Issue Resolution
- Process Improvement
- Microsoft Office
- Client Relationship Management
- English / Spanish
Personal Information
Title: OPERATIONS MANAGEMENT | PAYMENT OPERATIONS | ACH / WIRE | FINANCIAL CRIMES | RISK & COMPLIANCE
CORE COMPETENCIES
- English / Spanish
- Bilingual: English and Spanish
ADDITIONAL INFORMATION
- Microsoft Office
- Family & Personal Leave, 2024–2025
Timeline
FESIP Parent Consultant / Independent Facilitator
Ochoa's Consulting LLC
04.2025 - Current
Senior Associate – Financial Crimes Operations
BMO
11.2023 - 01.2024
Operations Coordinator II – ACH/Wire Claims Operat
Bank of the West
08.2021 - 11.2023
Senior Officer of Operations
Bank of the West
10.2014 - 08.2021
Sales Service Associate
Banco Popular
08.2007 - 09.2009
Store Manager
Love D
01.2004 - 01.2016
Diploma - Computer Accounting II / Accounting
National Polytechnic College
High School Diploma / GED -
Roosevelt High School