Luisa Rodriguez

• Led mail team and implemented operational changes that enhanced workflow and efficiency
• Drove procedural improvements to streamline day-to-day processing and minimize friction
• Support internal audit activities by coordinating information, ensuring adherence to policies, and assisting with audit needs
• Partner with business analysts to identify, troubleshoot, and resolve issues impacting user tools and reporting controls
• Support report reconciliation control testing performed on a yearly cycle and currently on a 90-day cadence; ensuring evidence is available and exceptions are escalated appropriately
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Served as a point of contact for questions and issues related to reports and other ACH areas

• Partnered with business analysts to address issues occurring with report controls and user tools
• Researched and supported escalated cases requiring additional assistance for customers or Managers
• Trained new employees on reports and control-related processes

Supported mail process operations during the pandemic to maintain continuity and service levels

• Resolved issues tied to banker errors and service dissatisfaction, focusing on customer outcomes
• Assisted branch bankers with escalated customer situations and service complaints
• Handled customer interactions fluently in Spanish and English (verbal and written)
• Researched across multiple systems/browsers to gather evidence and support call scenarios

• Investigated scenarios using multiple systems/browsers to support accurate decisions and documentation
• Assisted customers with fraud-related matters, system errors, and merchant disputes
• Demonstrated dual skills in check forgery prevention and RegE: supported strong customer satisfaction outcomes
• Handled customer interactions fluently in Spanish and English (Verbal and written)