Ileana N. Lopez
Fountain Valley
Summary
Dynamic Payment Operations Specialist III at SchoolsFirst Federal Credit Union, with a proven track record in enhancing team efficiency and member satisfaction. Skilled in managing complex payment operations, and adept at training teams. Recognized for meticulous attention to detail, driving improvements in processes, and fostering collaboration for optimal results.
Overview
13
13
years of professional experience
Work History
Payment Operations Specialist III
SchoolsFirst Federal Credit Union
Tustin
02.2019 - Current
- Analyzed team workflows to identify inefficiencies, collaborating to propose improvements, and update standard operating procedures (SOPs).
- Facilitated team meetings and training sessions to communicate procedural changes and enhancements.
- Developed and implemented an onboarding and training program to effectively integrate new hires into the team and familiarize them with departmental processes.
- Led the Engagement Committee, working with management and team members to boost morale, job satisfaction, and engagement, while bridging communication gaps.
- Conducted verification and reconciliation of general ledgers to resolve payroll invoice discrepancies and payment issues.
- Provided exceptional, personalized service and support to team members and members via phone and secure email.
- Manage and resolve escalated member issues efficiently, ensuring member satisfaction.
- Addressed and managed member and team member requests related to ACH, returned deposits, Regulation E, Regulation D, wires, bill pay, remote deposits, originations, and all payment operations.
- Processed and managed direct deposits, deductions, payroll cards, and checks for school districts.
- Logged, verified, and processed payroll forms and retirement enrollment for CalPERS, CalSTRS, SSA, and SSI.
- Managed incoming and outgoing ACH files, balanced returns, and sent FedLine files.
- Processed deceased notifications, reclamations, and indemnities.
- Maintained expertise in systems such as Symitar, WirePro, ACHPlus, Fedline, and Synergy.
Accounting Support Services Specialist
Allied Healthcare FCU
Long Beach
12.2016 - 11.2018
- Supervise, assign and monitor daily operations of team, work assignments & special projects
- Train and develop team members on system navigation and department processes/procedures
- Communicate with Members and internal staff to process payroll and resolve escalated payment, accounting and billing discrepancies
- Effectively manage and resolve escalated issues, facilitating a seamless transition from frontline staff
- Develop step by step procedures for all processes to ensure compliance with NACHA regulations
- Handle daily A/P and A/R processes; manage vendor relations; & oversee the timely, accurate processing of invoices, purchase orders, expense reports, credit memos and payment transactions
- Daily settlement of ACH exceptions, Share Draft exceptions, ACH Originations, Remote Deposits, ATM Daily Clearing, ATM Terminal, and Shared Branching in compliance with NACHA, Regulation E, Regulation D, Regulation CC, and other regulatory requirements
- Contribute to the month-end closing process by reconciling financial records and ensuring the accuracy of general ledger activity and account balances
- Maintain and account for all fixed asset subledger records ensuring depreciation schedules are correct in accordance with the credit union’s policy and procedures
- Maintain corporate bank account by verifying General Ledgers and reconciling statements and transactions Perform day to day financial transactions, such as posting daily cash receipts, resolving discrepancies and ensuring all activity is posted to the respective accounts
- Process and file fraud claims for both debit and credit card processors
- Handle all aspects of disputes including provisional credit, representments, write offs & letters to members
- Process incoming and outgoing foreign and domestic wires (both for members and investments) including OFAC; processed foreign check deposits for members
Regional Manager / Sales Training Manager
AIL – Altig International
Vancouver
10.2012 - 01.2016
- Interact with all levels of candidates and Managers to schedule interviews
- Point of contact for onboarding, follow ups, update New Hire Orientation materials, ordered background checks
- Created and implemented an On-Boarding Checklist and New Hire Training schedule
- Ran training meetings on product knowledge, sales, service and engagement
- Communicated nightly with team for coaching, support, and information they need to meet their goals
- Managed, developed and motivated the sales force in every aspect of the business and products to develop their skill
- Implemented sales plan, supervised and managed sales teams to reach their financial goals
- Opened 2 offices and guided several teams in developing training systems and procedures
- Met daily with VP to go over agenda on teams and projects to ensure deadlines are met and to achieve forecasted sales by following up and, if necessary, adjusting plan of action
- Continued role and duties of a General Agent in addition to recruiting, building and managing teams
General Life Agent
American Income Life – Altig International
08.2012 - 01.2016
- Trained and mentored new agents using leadership skills, broad experience and knowledge of industry and company products
- Resolved member concerns by communicating between policy holders and insurance company for better understanding and knowledge of insurance coverage
- Developed and maintained relationships with current union members and policy holders and provided service and maintenance of renewal policies
- Scheduled appointments to meet with and explain the features, benefits, and disadvantages of different types of policies to union members
- Advised and assisted union members and clients in obtaining appropriate insurance products by customizing insurance programs to suit members’ individual and/or family needs
- Prepared thorough and accurate applications with underwriting acceptability for insurance company
- Ensured that policy requirements were fulfilled, including completion of the appropriate forms
- Monitored delinquent policies and provided billing issue resolution
Education
Bachelor of Science - Organizational Leadership
Azusa Pacific University
Azusa, CAHuman Resources Management Certificate -
University of California
RiversideSkills
- Detail-Oriented Organizer
- Proficient in Managing Multiple Tasks
- Meticulous Attention to Detail
- Fluent in English and Spanish
- Confident Communicator
- Team Leadership
- Effective Communication
- Experienced in MS Office and Google Docs
- Adaptable Problem-Solver
- Proactive Collaborator
Timeline
Payment Operations Specialist III
SchoolsFirst Federal Credit Union
02.2019 - Current
Accounting Support Services Specialist
Allied Healthcare FCU
12.2016 - 11.2018
Regional Manager / Sales Training Manager
AIL – Altig International
10.2012 - 01.2016
General Life Agent
American Income Life – Altig International
08.2012 - 01.2016
Bachelor of Science - Organizational Leadership
Azusa Pacific University
Human Resources Management Certificate -
University of California
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