Monica Lopez

Serves as Executive assistant to Vice President and assistant vice president of Bank SFO team. Effective use of strong communication and analytical skills required to collaborate with internal business partners for meeting and event planning/coordination. Ability to quickly shift tasks, required daily, to mitigate schedule conflicts, provide support to executives and team of 62 employees. Responsible for day-to-day operations and planning for travel, unit expenses, department wide recognition events, and scheduling meetings.

• Conducts due diligence to ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
• Streamlined processes to allow for more efficient updates for meetings, communications, and event execution
• Documented key administrative initiatives and executive patterns to be a resource for other EA
• Leveraged familiarity with data manipulation to pull data from internal systems, reports, and databases to import into Excel and apply data filtering and formulas to quickly cross check data, identify missing information or create specialized views of data as needed.

Served as the executive assistant to several executives responsible for managing the Investment Management Company’s $25 billion equity and fixed income investment portfolios and the Asset Management Company’s $20 billion equity investment portfolios. Responsible for day-to-day operations and planning, tracking unit expenses, aggregating board reports, and working as a liaison with outside investment firms. Hybrid administrative role with analytical and reporting responsibilities.

• Logged broker visits into Bloomberg to help monitor soft dollars allocation
• Generated daily USAA Target Funds Trade report for submission to State Street
• Utilized and maintained database to track contracts, invoices and subscriptions; this mitigates the risk of financial losses due to overpayments
• Executed several successful events (Investment Forum and Broker Golf Tournament) involving outside vendors, guest speakers, as well as 150 plus employees; recognized by the Chief Investment Officer for efforts and helped achieve relationship building objectives
• Effectively coordinated high volume of on campus meetings with business partners, brokers and management teams; over 400 successful interactions a year.

• Created multiple Access databases, queries, macros, and Excel spreadsheets to streamline departmental processes; this eliminated 80% of manual work, improved work quality by decreasing human error and improved processing time
• Provided management with daily and monthly Excel reports containing data necessary to determine and monitor unit productivity goals as well as tracking and trending of processes
• Responsible for preparing, updating and maintaining presentations, reports, and spreadsheets for EMG member and assigned area
• Chosen by management to participate in Enterprise Work List (EWL) and DocList project
• Shared knowledge and communicated project details with Recovery Collections manager and team
• Named Subject Matter Expert (SME) for all EWL issues regarding Bank Collections
• Assisted in all aspects in preparation of release of EWL/DocList and assisted in creating training guide for MSRs and managers
• Worked with confidential and sensitive member data, requiring attention to detail in processing of accounts and documenting
• Worked with recovery/remarketing vendors to review, process, and code invoices in e-settlements and ensure sale proceeds are submitted in a timely manner for processing.

• Schedules, reschedules, and dispatches Method of Inspection (MOI) as required by SLO commitments and changes in the market area for Auto and Property Claims
• Communicates with appraisers, independent apprising/adjusting firms and repair facilities on real time changes or updates to assignments
• Performs outbound calling to members, claimants, vendors, and appraisers to review and influence MOI selection.
• Reviewed, scheduled, and dispatched field/salvage assignments/appointments, using Access Database and IMS, to appropriate appraisers or direct repair location
• Requested stock/lot numbers from salvage pools using EDI or manually phoning in assignments, in order to schedule total loss/salvage moves
• Assisted on a rotational basis with Dispatch diaries and e-mails

• Processed document A109 letter diaries by ensuring proper confidential and time sensitive materials/information supports are printed, prepared, and mailed to adverse carriers for collection
• Assisted in preparing attorney and litigation files by copying and printing out needed support documents
• Other duties to include: processing file diaries, picking up outgoing mail and processing specialists’ work requests, identifying incoming 'unable to ID' mail, mailing supports, file copying, Auto Source requests, and claim file retrievals

• Assisted manager in supervising Call Direction personnel, maintaining employee confidential data, absenteeism report and tardy tracking
• Assumed full responsibility in the absence of manager
• Ordered temps and monitored work schedules for time reporting/payroll purposes
• Evaluated employee monthly performance through recordings and coaching sessions using ACM Witness software
• Utilized Microsoft Office PowerPoint, to create awards and presentations on a monthly and quarterly basis, to provide recognition of top performers and help build team morale
• Ordered supplies needed for unit through USAA/Staples supply/procurement system
• Responsible for updating and maintaining call direction documents, reports, and spreadsheets
• Retrieved, inputted, and formatted daily call direction data to generate weekly/monthly reports for management (E.g. Absenteeism, Tardy Tracking, Adherence, Time Availability, and Cost Allocation)
• Reviewed operator schedules and recommended adjusting start/end times and breaks/lunches in order to minimize negativity and meet MSI goals
• Other duties included monitoring Member Service Index (MSI), incoming call workflow, changing telephone skills, adherence to schedule, and schedule changes using Centre Vu and IEX TotalView.

• Operated telephone and PC communication software to answer, screen, and transfer incoming and inter-office calls
• Utilized knowledge of corporate organizational structure and current financial services offered to properly route calls to appropriate line of business or representative
• Provided general information regarding USAA such as addresses, directions, phone numbers, routing number, and hours of operation
• Assisted with clerical/technical support duties such as: completing, scanning, faxing, and mailing verification of deposits, consumer loans, and equity lines of credit for mortgage companies who are requesting payoff information or current balances by utilizing ALLTEL and IMS software to retrieve account information.

• Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
• Maintained strict confidentiality of all payroll information and records.
• Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
• Facilitated smooth onboarding of new hires by efficiently entering relevant data into the payroll system.
• Conducted regular reconciliations of general ledger accounts related to payroll transactions for accurate financial reporting purposes.