Erika Perez

• Investigate and analyze complex credit card fraud activity on compass, reviewing transaction patterns, account behavior, and risk indicators to identify and prevent fraudulent activity and protect USAA from financial loss.
• Selected by management to participate in the Phase 3 Compass rollout, joining a small group responsible for learning and processing Compass cases before the broader fraud team implementation.
• Trusted by management to take on additional fraud control responsibilities, despite being one of the newer members of the team, demonstrating strong attention to detail, accountability, and rapid mastery of complex processes.
• Took the lead in managing the CC Grace control on compass helping bring an inventory of more than 600 items under control through organization, prioritization, and consistent follow-through.
• Independently manage four daily compass controls, ensuring each is completed thoroughly, accurately, and within required timeframes.
• Successfully maintained IPH and adherence goals month after month, consistently balancing productivity, accuracy, quality, and compliance requirements.
• Assumed responsibility for a significant volume of controls during extended team coverage needs, maintaining operational continuity and ensuring critical work remained current and accurate.
• Serve as a reliable resource for teammates by answering questions, sharing process knowledge, and supporting colleagues in resolving complex fraud-related issues.
• Demonstrate strong adaptability and initiative by quickly learning new systems, processes, and responsibilities while maintaining a positive and collaborative approach.
• Actively seek and apply coaching and feedback to continuously improve performance, strengthen fraud investigation skills, and contribute to overall teams success

Delivered operational support by identifying and confirming immediate banking needs with tailored solutions. Recommended USAA products and services aligned with military benefits for members and families.

Ensured policy adherence by completing LMS trainings and utilizing resources like Frontline and KC. Prioritized tasks effectively while navigating multiple business applications and systems. Served as subject matter expert in bank regulatory compliance, collaborating with executives and AVPs. Utilized strong interpersonal skills to de-escalate calls and convey challenging messages to members. Facilitated walking and virtual support classes, transitioning into live Credit Card call handling.

Assisted members with disputes and fraudulent claims prior to establishment of Disputes COE department.

• Vocality entrusted me to be the Branch Manger at the new Ukiah Branch. I hired all Bank Tellers, MSR’s, and my Assistant Manger to open the new branch. I trained and developed my team for the banking procedures. We went out canvassing in the local cities to make a presence with the community and tell them about our branch to create new business. Was extremely organized to stay within compliance with the credit union regulations. Offered in house products such as deposit accounts, safety deposit boxes, lending products such as home loans, credit cards, personal loans, green loans. Etc. Handled extremely large transactions on a daily basis and stayed within company procedure on cash. Prepared shipments for Garda to pickup cash. Coached my employees when needed to set them up for success. Handled reviews for employees and attended weekly sales goal meetings. Assisted with the hiring of my replacement when moving out of State.
  I became a certified financial counselor and certified bilingual when the company approached me to stay and work remotely as the call center supervisor. Handled high call volume on a daily basis on all banking and loan needs. Readily available for employees that had any questions or needed member assistance during business hours. Put reports together for upper management using Microsoft Word, Excel, Powerpoint, etc for our daily/weekly/monthly reports. Attended weekly meetings with upper management via zoom to discuss success stories and room for improvement in the call center. Worked with other departments closely to ensure the success in the call center. Coached my MSR’s on a weekly basis to ensure their success with all banking products ad lending products. Helped with their development plans and made sure we were on track on a monthly basis for their success.

• Was hired initially as the Branch Manager at the Kelseyville Branch. Was promoted within a year to be the Branch Manager of the Clearlake Branch as well. Ran two different branches successfully passing yearly bank audits. Managed a total of 19 employees between two branches. I made sure all of my employees were compliant with all federal regulations and making sure they were prepared for bank audits by randomly quizzing them. Provided excellent customer service ensure we were going above and beyond for customers. I was in charge of all branch certifications and the branch cash average. Provided training to all employees on the platform and teller side. Kept a clean and organized branch so there would be no compliance issues. I was heavily involved with community. Attended most of the towns events and worked them to hit our CRA hours for both branches. Kept a fun work environment and motivated my team on the daily to keep morale up. Handled a fast paced work environment while maintaining a clear agenda of daily banking goals.

• Was hired as the General Manger of the tow truck company. Was in charge of managing 5 different contracts with 4 different Police Departments such as Santa Ana, Garden Grove, Tustin, and CHP as well as the Freeway Service Patrol contact. Managed over 20 employees ensuring that they were arriving to work on time, preforming their duties, as well as arriving to the calls within the 20 minutes allotted by the police department. Worked under very stressful situations with grace and professionalism. Ran safety meeting once a month to stay within compliance with OSHA regulations. Worked with scheduling employees/meeting for CEO. Managed the random drug testing program to stay in compliance with the contacts with the Police Department. Completed monthly certifications for employees to stay compliant. Answered the phones to assist dispatcher with call volume by working nights and weekends. Ensured that I used GPS to track employees on calls within the 24 hours. Ensured that company was compliant with the Hazardous Waste Program in California and the OC Health Care Agency. Held public auctions for vehicles that were being sold through the lien sale process. Released vehicles through the DTS system with the correct release forms from the police department. Prepared all of our tow trucks for the annual inspections through CHP in order to stay under contract agreement. Utilized all Microsoft programs to write reports for all contracts and daily office duties.