Erika Florencio
Jamaica,NY
Summary
Successful Operations Professional with a proven track record of organization, attention to detail, and ability to respond promptly to requests, anticipate organizational needs, and maintain efficient office operations. Interface effectively with all levels of staff and management, Self-motivated and able to set effective priorities to achieve immediate long-term goals and meet operational deadlines. Fluent in Spanish (oral and written).
Overview
17
17
years of professional experience
Work History
ACH Claim Operator/Payment Operation
NYCB/Flagstar
07.2023 - 04.2025
- Performs various processing, investigative, and review processes related to unauthorized ACH Debit Transaction.
- Also handle operational and customer support of Business Automated Clearing House (ACH), origination and resolution of Retail ACH transactions adhering to regulatory and/or NACHA Rules
- Processed unauthorized debit claims in accordance with Regulation E and NACHA operation rules for Consumer and Business ACH (receive) transactions
- Enter and ensure correct all claims into the case management log for tracking
- Maintain all supporting documentation with each case file
- Researched and investigated all ACH claims on behalf of the customer and in accordance with bank policy, Regulation E, and NACHA operating rules
- Performed all charge-backs as each claim requires, and ensure bank receives signed claim forms for oral claims where needed or required by regulation
- Make recommendations to the Exception Processing Management team as to whether to provisionally credit the customer and as to their final conclusion based on their investigation for all claims researched
- Processed charge off, provisional, reverse provisional credit, final credits, final credit no provisional credit in accordance with their investigation
- Create and document all customer and merchant communications, as well as any additional documentation (such as charge-back communications, authorizations, supporting documentation sent by the vendor
- ODFI, letters to the customer and / or merchant, etc)
- Reviewed and ensured correct general ledger entries are made to both the customer’s account as well as claims suspense, fee, and charge-off general ledgers
- Primary responsibilities will include prioritizing tasks, overseeing department queues, workflows, creating, and sending outgoing ACH files, internal money movement, manually returning ACH entries, processing reversals and completing timely reconciliation of general ledgers
- Processed Morning 8/36 Day report, Balancing SWM report, Balancing Dispute letter report
- Responsible to retain all customer claim files so that they can be readily retrieved upon audit request
- Answered ACH Operations hotline internal phone calls
Office Operations, Documentation Specialist
Signature/Flagstar Bank
07.2022 - 04.2023
- Quality control of new accounts applications and client documentation
- Active monitoring of accounts pending in the queue
- Reviewed daily new accounts report and accounts to be restricted report
- Performed account maintenance such as updating client's address, account title corrections, etc
- Processed assigned accounts in accordance with departmental service level agreement
- Completed risk assessment for each assigned account and referred high-risk accounts to compliance and management
- Provided operational support and assisted Private Client Groups regarding account opening, documentation, imaging, and workflow issues
Lead Teller
Garda Cash Logistics
01.2020 - 07.2022
- Supervised and assisted 10 tellers who processed cash transactions
- Verified and balanced daily deposits and payment transactions
- Approved overrides as needed to complete transactions
- Performed drawer reconciliations and made coins and cash vault deposits
- Assisted tellers in answering customer account questions when needed
- Reported daily overages and shortages to operations department
Analyst/Processing & ATM Area
Garda Cash Logistics
12.2013 - 01.2020
- Directed cash management operations to include daily cash administration
- Managed high-volume accounts and bank relations
- Prepared cash flow reports and identified variances
- Reviewed and drove improvements in cash management, and ensured financial obligations were met following Company policies and procedures
- Monitored cash transactions and ensured the bank accounts were accurately reported, and any unusual items were investigated
- Prepared and maintained daily reports for various banks, ATMs, commercial branches, and high-value customers, following company regulations, and contractual guidelines
- Prepared financial reports and distributed them to high-value clients after approval from upper management
- Researched and resolved differences related to ATM machines, and regular Banks
- Reported daily overages and shortages to the operations department
- Researched and resolved differences related to ATM machines
Data Entry/Recon Department
Garda Cash Logistics
04.2012 - 12.2013
- Maintained data entry requirements by following data program techniques and procedures
- Performed daily reconciliations of cash breaks and inventory differences
- Identified, corrected, and reported data entry errors
- Balanced bank's vault of daily cash for withdrawals and deposits
Teller
Garda Cash Logistics
01.2012 - 04.2012
- Maintained confidentiality of bank records and client information
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products
- Received customer and banking center deposits from armored carriers and balanced deposits to accompanying manifest
- Balanced daily cash deposits and vault inventory with zero error rate
- Reconciled branch vaults, balanced cash drawers, and followed company cash control guidelines and procedures to protect customer and employer assets
- Built and maintained client relationships through quality, personalized interactions
Money Center Clerk
HSBC
01.2008 - 01.2012
- Received and verified currency and/or coin deposits and other transactions for branches and commercial customers
- Prepared customer deposit differences and Canadian exchange entries
- Processed and documented appropriate entries in the daily activity report submitted to Senior Management
- Accurately processed orders at checkout while developing rapport with customers and meeting established operational deadlines
- Provided friendly and professional assistance as needed to resolve customers' inquiries
Education
Liberal Arts (LA) -
CUNY-LaGuardia Community College
ACH BEGINNER CERTIFICATE - ACH FUNDAMENTALS/RDFI COMPLIANCE CLEARING HOUSE/SEC-CODES
THE CLEARING HOUSE CLASSES
01.2025
Skills
- Microsoft Word
- PeopleSoft
- Excel
- Outlook
- CIF (Customer Information File)
- Sierra Admin
- Sierra Balancing Mainframe (Little Rock)
- Web System (OTG/Workflow, Penley, Touchpoint, Lexis Nexis)
- MMT (Smart Term Money Manager System)
- Fiserv DNA
- Adjustment Client Prod
- Nautilus Web Client
- ACH Plus
- Salesforce
- SharePoint (Microsoft Edge)
- Workday
- Cisco Jabra
Training
ACH FUNDAMENTALS/RDFI COMPLIANCE CLEARING HOUSE/SEC-CODES/2025 ACH BEGINNER CERTIFICATE
Prior Experience
HSBC, Cash Letter Operations Rep
Timeline
ACH Claim Operator/Payment Operation
NYCB/Flagstar
07.2023 - 04.2025
Office Operations, Documentation Specialist
Signature/Flagstar Bank
07.2022 - 04.2023
Lead Teller
Garda Cash Logistics
01.2020 - 07.2022
Analyst/Processing & ATM Area
Garda Cash Logistics
12.2013 - 01.2020
Data Entry/Recon Department
Garda Cash Logistics
04.2012 - 12.2013
Teller
Garda Cash Logistics
01.2012 - 04.2012
Money Center Clerk
HSBC
01.2008 - 01.2012
Liberal Arts (LA) -
CUNY-LaGuardia Community College
ACH BEGINNER CERTIFICATE - ACH FUNDAMENTALS/RDFI COMPLIANCE CLEARING HOUSE/SEC-CODES
THE CLEARING HOUSE CLASSES
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