Ericca Lopez

Case reviews- Reviewed child care assistance cases in adherence with federal requirements regarding the tracking and reporting of case errors and improper payment authorizations. Use effective communication skills to convey case results effectively to peers, supervisors, and child care assistance staff both verbally and in writing. Maintained high level of client confidentiality, following strict guidelines, and recommendations. Knowledge of child care assistance policies and procedures to review cases. Ensuring that deadlines are met and case reviews are done accurately and in a timely manner. Assign cases to IP staff for review and tracking through completion process. Developed forms to track results of case reviews. Compiled data from case reviews to be submitted to supervisors and for federally required reports. Provide assistance with complex cases regarding problems with case management. Make training recommendations in response to common errors in order to improve and minimize improper payments.

Database systems testing related to EPICS. Tracking timeline, progress and outcomes related to EPICS. Collaborate with supervisor in providing input on new EPICS releases. Keeping in compliance with Federal and State policies at all times and being aware of all policy changes, laws and regulation and code of conduct guidelines at all times. Also able to use and maneuver in Jasper, HSD and Workforce Solutions database systems. Efficient in the use of Excel, Outlook, Adobe, and Microsoft Word.

Prepared all applicant files for review and licensure for all applicants in the state of New Mexico. Organized board meetings. Responsible for issuing licensure numbers and sending out letters to collect licensure fees. Processed renewal applications for all applicants. Prepared meeting minutes for all board meetings. Prepared daily deposits. Provided guidance to applicants regarding licensure and giving updates on forms necessary for applicants that are missing. Provided assistance to the director with other duties as necessary. Worked on law changes as necessary and assisted with legislative reviews. Assisted in filing changes in NMAC.

Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience. Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates. Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients. Answered telephone inquiries on checking and savings accounts, loans, and lines of credit. Counted, verified and handled bank deposits and armored car transactions. Counted and packaged currency and coins. Provided customer records, account statements and copies of checks. Logged cashier's checks and other transactions to maintain accurate account records. Established trust with clients by maintaining confidentiality and protecting sensitive financial information. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. Delivered prompt service to prioritize customer needs. Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies. Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.