Leticia Vasquez
Milpitas,CA
Summary
Diligent member focused employee with seventeen years of financial institution experience in various areas. Looking to leverage and expand on existing array of knowledge to become a valued performer to the Support Services team.
Overview
18
18
years of professional experience
Work History
Account Services Associate
Star One Credit Union
Sunnyvale, CA
01.2023 - Current
- Performing daily processing, analysis and investigations of fraud cases
- Proficiency in written and verbal communication when corresponding with multiple departments efficiently to resolve fraud cases
- Analyzing CTR alerts by using Evidence Lake and assigning them to the appropriate BSA specialist
- Responsible for accurately recording and reporting fraud trends
- Assisting BSA with the data entry requirements for the UAR log
- Responsible for correctly reporting and completing the Member Expulsion letters
- Reviews, analyzes and report data from compromised accounts
- Assists with the completion of new account audits to ensure regulatory compliance
- Effective communication with members, staff and management
- Reviews, analyzes and processes web-based new account applications and supporting documentation
- Assisting with Glia chat services to respond to members inquiries
- Efficiently opens and service new memberships and deposits account products
Consumer Loan Processor
01.2015 - 01.2017
- Booking various types of consumer loans ranging from auto, personal, visa cards, etc…
- Advising members of policy rates and terms
- Utilizing OFAC to comply with policy
- Communicating with local and non-local dealerships to actively fund auto loans
- Inputting consumer loan applications in Loan Origination system
- Handle confidential information in line with the data security protocols
- Maintains accurate pipeline management to ensure timely funding of applications
- Pulls credit reports, reviews and analyzes applications and supporting documents
- Utilizes various loan document signing options including mail, fax, and digital E-signature
Loss Mitigation Administration/Specialist
Patelco Credit Union
Campbell, CA
01.2010 - 01.2013
- Customer contact (to include but not limited to inbound and outbound phone contact and e-mail)
- Document retrieval, coordination with specialty fulfillment groups and if needed, collection of payments
- Analyze and determine an appropriate resolution to complex issues regarding processing/closing basic loans, curing loan defaults and recovering past due payments
- Have policy and process knowledge on all treatments (i.e
- Deed in Lieu, Short Sale, Modifications, Forbearances, Doc Retrieval, etc.) to include investor, for example Fannie and Freddie, rules on such
- Broad understanding of all Default related activities (i.e
- REO, Bankruptcy, Foreclosure, etc) necessary
- Responsible for the Workout Loan process from requests submitted through the Loss Prevention emails
- Responsible for Consumer Lending Supply Order Processing
- Part of the lending team who assist the members in a timely, professional and accurate manner through the Loan Production Center
- Properly document the productivity report daily
Member Service Representative
01.2007 - 01.2010
- Facilitate financial transactions with credit union members and non-members
- Open new accounts
- Help prevent fraudulent activity and appropriately identify Identification cards
- Providing quality customer service to credit union members
- Conducting daily routine transactions such as deposits and withdrawals on accounts
- Cash handling and balancing, ATM balancing and vault teller functions
- Business and Community Development
- Document retrieval, coordination with specialty fulfillment groups and if needed, collection of payments
- Analyze and determine an appropriate resolution to complex issues regarding processing/closing basic loans, curing loan defaults and recovering past due payments
- Have policy and process knowledge on all treatments (i.e
- Deed in Lieu, Short Sale, Modifications, Forbearances, Doc Retrieval, etc.) to include investor, for example Fannie and Freddie, rules on such
- Broad understanding of all Default related activities (i.e
- REO, Bankruptcy, Foreclosure, etc) necessary
- Responsible for the Workout Loan process from requests submitted through the Loss Prevention emails
- Responsible for Consumer Lending Supply Order Processing
- Part of the lending team who assist the members in a timely, professional and accurate manner through the Loan Production Center
- Properly document the productivity report daily
- Certificates Certified Fraud Specialist
Call Center Representative
01.2013 - 12 0
- Reviewing Visa transactions by using the Visa DPS software including identifying fraudulent transactions
- Assess member accounts to determine potential fraud and initiate compromised account process when needed
- Utilizing security measures to precisely identify members and detecting member impersonations
- Provided training to new employees
- Completing Unusual Activity Reports
- The ability to deescalate and complete request from irate members
- Providing effective assistance to members who are experiencing difficulties with the online banking platform
- Assisting with Glia video and chat service to respond to member inquiries in a quick manner
- Technical proficiency and understanding in/of products and services
- Patiently listening to members to clearly understand the purpose of the call
- Keeping members informed through calls as to the progress that being made in pursuit of positive call outcome
- Complete and update travel advisories on member accounts as well as on Visa DPS
- Quickly and efficiently handle member inquiries all while exceeded mystery shop goals
Education
Certified Fraud Specialist (CFS) v2
Skills
- Data Entry
- Management Support
- Preparing reports
- Decision-Making
- Attention to Detail
- Time Management
- Service assistance
- Cross-Functional Teamwork
Timeline
Account Services Associate
Star One Credit Union
01.2023 - Current
Consumer Loan Processor
01.2015 - 01.2017
Call Center Representative
01.2013 - 12 0
Loss Mitigation Administration/Specialist
Patelco Credit Union
01.2010 - 01.2013
Member Service Representative
01.2007 - 01.2010
Certified Fraud Specialist (CFS) v2
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