Nitza Torres
Rochester,NY
Summary
Dynamic bilingual professional with extensive experience at ESL Federal Credit Union, excelling in payment processing and dispute resolution. Proven track record in managing complex loan cases and enhancing customer satisfaction through effective communication and problem-solving skills. Adept at cross-functional collaboration, driving process improvements, and maintaining confidentiality in sensitive situations.
Overview
24
24
years of professional experience
Work History
Loan Payment Processor Bilingual Senior
ESL Federal Credit Union
06.2023 - Current
- Responsible for working directly with Conserve on settlement agreement
- Work confidentially with employee accounts to assist with deferments, extension, workout loans
- Review and resolve member disputes (NCUA Disputes and FDCPA)
- Effectively de-escalate calls as needed
- Participate as an active member of the Financial Education Wellness Team
- Participate as an active member of the LEAD ERG team
- Ensure the attorney office place lien on property or garnish members wages if they are employed
- Process charges off on unsecure products, BUS charge off, home equity and mortgage
- Process Bankruptcy
- Manage specific bilingual cases foreclosures, repossessions, and loss mitigation
- Work on cross-functional project teams to represent the department and serve as the subject matter expert for projects such as Negative Member, Credit Card Processor Conversion and outgoing project testing for Core and Accelerant
- Responsible for working directly with Lacy Katzen, Harris Beach & Trevett Cristo( Drexler)
- Manager Warranty funds after charge off and is refer to an attorney office or Conserve
Loan Payment Solutions Support Assistant
ESL Federal Credit Union
01.2019 - 06.2023
- Lead customer and members through the mortgage process by giving them timely and genuine advice and updating throughout the process
- Stay up to date on all processes and guidelines
- Create a great customer experience by listening and answering all questions by the member and maintaining contact throughout the transaction
- Complete an accurate and complete application to help the operation department complete their tasks
- Lead customer and members through the mortgage process by giving them timely and genuine advice and updating throughout the process
- Stay up to date on all processes and guidelines
- Create a great customer experience by listening and answering all questions by the member and maintaining contact throughout the transaction
- Complete an accurate and complete application to help the operation department complete their tasks
- Lead customer and members through the mortgage process by giving them timely and genuine advice and updating throughout the process
- Responsible for working directly with Conserve on settlement agreement
- Work confidentially with employee accounts to assist with deferments, extension, workout loans
- Connect customers with lawyers, Conserve, Pathstone, CCCS and other outside partners
- Review and resolve member disputes (NCUA Disputes and FDCPA)
- Effectively de-escalate calls as needed
- Manage specific bilingual cases foreclosures, repossessions, and loss mitigation
- Work on cross-functional project teams to represent the department and serve as the subject matter expert for projects such as Negative Member, Credit Card Processor Conversion and outgoing project testing for Core and Accelerant
- Participate as an active member of the Financial Education Wellness Team
- Participate as an active member of the LEAD ERG team
- Ensure the attorney office place lien on property or garnish members wages if they are employed
- Process charges off on account over 5k, BUS charge off, home equity and mortgage
Loan Payment Solutions Clerk I/Clerk II
ESL Federal Credit Union
10.2017 - 12.2018
- Customer interaction, Goal of 10 calls a week, stay available in our peak hours 11am to 2pm
- Taking debit card payments & process payment on delinquent loan using core
- Referrals to Attorneys
- Project work: new visa migration
Fraud Prevention Specialist (Special Assignment)
ESL Federal Credit Union
01.2017 - 09.2017
- Protect internal and external customers from losses resulting from fraudulent activity or other elements
- Work with branches and contact center on communication and follow-up of disputes
- Efficiently and effectively manage charge backs, disputes, and review of checks
Bilingual Tele-Banker II
ESL Federal Credit Union
12.2015 - 12.2016
- Model ESL’s core values
- Engages in continuous self-development
- Openly accepts feedback to improve performance, and offers feedback for an improved experience
- Is engaged in coaching activities
- Consistent reliability and dependability in fulfilling job responsibilities
- Ability to work independently while also being able to recognize when to seek assistance
- Recommend products by asking needs defining questions to help customers achieve their financial goals
- Accuracy in transaction processing
- Adherence to ESL Customer Experience Standards
- Schedule adherence and high level of dependability
- Perform timely follow up with customers to build trust and rapport, and to ensure issues are resolved to customer satisfaction
- Accuracy in transaction processing
- Effective use of system tools and procedures to problem solve
- Follow up to customer as needed to ensure the issue has been fully resolved
Teller/TB1
ESL Federal Credit Union
08.2014 - 12.2015
- Process customer transactions effectively, efficiently and accurately
- Meet transactions per FTE target
- Meet balance accuracy standards
- Participate in achieving team lead objectives.
- Participate in efforts to achieve unit’s customer and employee satisfaction targets as measured through loyalty and employee pulse survey scores.
- Ensure compliance with Audit/Operational controls
- Adhere to member focus processes and expectations
- Participate in coaching processes to improve proficiency in MF behaviors
- Attend sales meetings, participate in sales activities to increase sales success
- Use same member focus skills and behaviors to foster and meet internal customer satisfaction performance targets.
Teller
Upstate Bank
04.2014 - 07.2014
- Process customer transactions effectively, efficiently and accurately
- Meet transactions per FTE target
- Meet balance accuracy standards
- Participate in achieving team lead objectives.
- Participate in efforts to achieve unit’s customer and employee satisfaction targets as measured through loyalty and employee pulse survey scores.
- Ensure compliance with Audit/Operational controls
- Adhere to member focus processes and expectations
- Participate in coaching processes to improve proficiency in MF behaviors
- Attend sales meetings, participate in sales activities to increase sales success
- Use same member focus skills and behaviors to foster and meet internal customer satisfaction performance targets.
Customer Experience Associate, Operations, Audits & Compliance
HSBC Bank
08.2002 - 01.2012
- Provide Support: Answer incoming questions, resolve complaints, and troubleshoot issues via phone, email, live chat, or in person.
- Share Product Knowledge: Guide customers toward the right services or merchandise by explaining features, pricing, and options.
- Process Transactions: Handle purchases, calculate charges, issue refunds, or manage product returns and exchanges.
- Maintain Records: Document customer interactions, feedback, and account updates accurately in company databases.
- Collaborate Cross-Functionally: Work with internal teams like product, shipping, or management to solve complex customer problems
- Administrative Support: Organize files, schedule meetings, answer phones, and take meeting minutes.
- Inventory and Supplies: Track stock levels, order office or warehouse supplies, and process purchase orders.
- Process Improvement: Review daily workflows and share ideas with the operations manager to boost efficiency.
- Communication: Act as a link between different departments, vendors, and customers.
- Data Tracking: Update logs, enter data into software systems, and prepare basic operational report
Education
Bachelor of Science - Business Administration, Human Resources
Bryan & Stratton College
Skills
- Payment processing
- Loan analysis
- Bankruptcy management
- Dispute resolution
- Charge-off processing
- Customer relationship management
- Cross-functional collaboration
- Bilingual communication
- Effective communication
- Problem solving
- Attention to detail
- Confidentiality
- Collections
- Process improvements
- Spreadsheets and journal entries
- Customer service support
- Microsoft Excel
- Team bonding
- Payment negotiations
- Data inputting
- Cross-functional team collaboration
- Team building
Accomplishments
ESL Departmental Honor 1
Timeline
Loan Payment Processor Bilingual Senior
ESL Federal Credit Union
06.2023 - Current
Loan Payment Solutions Support Assistant
ESL Federal Credit Union
01.2019 - 06.2023
Loan Payment Solutions Clerk I/Clerk II
ESL Federal Credit Union
10.2017 - 12.2018
Fraud Prevention Specialist (Special Assignment)
ESL Federal Credit Union
01.2017 - 09.2017
Bilingual Tele-Banker II
ESL Federal Credit Union
12.2015 - 12.2016
Teller/TB1
ESL Federal Credit Union
08.2014 - 12.2015
Teller
Upstate Bank
04.2014 - 07.2014
Customer Experience Associate, Operations, Audits & Compliance
HSBC Bank
08.2002 - 01.2012
Bachelor of Science - Business Administration, Human Resources
Bryan & Stratton College