Richard Lorenzana
Northlake,IL
Overview
6
6
years of professional experience
Work History
Servicing Operations Analyst
OppLoans
Chicago, IL
08.2022 - Current
- Daily Duties consists of...
- Repay Chargeback Returns, WFG Chargeback Returns,
- Creating Excess Refund Transactions.
- I manage check refund requests for customers.
- In charge of refunding for the multi-department refund request spreadsheet.
- Daily reconciliation for the ACH Manual Return Process that was passed on by the director.
- Managing refunds, SCRA's, payment returned refunds, excess amounts, and duplicate refunds on a daily basis via Snowflake queries, along with more data.
- Working with the Servicing Operations Director/TL to develop procedures and a task completion strategy to support the growth and scalability of the Servicing Operation team (ACH Returns, ACH Change Notices, Refunds, Ongoing Remediation Tasks).
- Performing daily processing activities in accordance with established standard operating procedures.
- Assist with the implementation of new systems as needed to support evolving processes.
- Exception processing to determine if processing errors exist, and correcting them in a timely manner.
- Working with other team members and third parties to resolve research issues and processing exceptions.
- Working cross-departmentally to ensure the timely completion of certain projects and tasks.
- Reviewing, prioritizing, and providing timely and accurate responses to tasks, emails, etc.
- Thinking critically and analyzing information on various situations, and making appropriate recommendations on actions.
- Perform other ad hoc tasks as required/ escalated requests.
Customer Service Representative
OppLoans
Chicago, IL
- Responsible for providing high-quality customer service assistance when responding to calls from customers and prospective customers
- Providing accurate and up-to-date answers to our customers, while observing all compliance regulations.
- Assisting new customers, step by step, with the application process via the portal.
- Troubleshooting with Plaid, IBV steps, appropriate documents for UW to review, and other app steps.
- Remaining calm under pressure, with back-to-back calls on a daily basis.
- Responding to high-volume (50-100) inbound calls daily.
- Educating customers with accurate and timely responses.
- Rerouting calls to Loan Advocates and Customer Advocates when necessary, only.
- Treating all callers with respect, and providing a world-class customer experience.
- Assisting and resolving other Opploans team members with calls and questions.
- De-escalating situations to eliminate transfer calls to supervisors on CA's side and LA's side.
- Ability to multitask and accurate data entry.
- Experienced with Salesforce LA version and CA version, along with Classic.
Office Coordinator
Lakeside CNC Group
Bensenville, IL
10.2019 - 09.2020
- Utilized ZOHO software daily, including Docs, CRM, Books, and Desk applications.
- Employed Microsoft Office tools, such as Excel, Outlook, and Word for routine operations.
- Collaborated with CEO on strategic initiatives while acting in place of vice president.
- Managed sensitive information while coordinating with manufacturers using FANUC automation and CNC technology.
- Processed new customer credit applications, ensuring compliance with export control procedures.
- Evaluated customer documentation to provide informed credit recommendations and decisions.
- Conducted collection calls on overdue accounts to improve cash flow.
- Audited robot invoices against purchase orders for accuracy before submission.
- Compiled data, tracked changes, and created reports in Excel spreadsheets.
- Prepared invoices, reports, memos, letters, financial statements, and other documents.
- Monitored daily liquidity positions and worked with other departments to ensure sufficient funding was available for operations.
Accounts Payable / Receivable Specialist
SealMaster
Streamwood, IL
03.2019 - 10.2019
- Tracked payments and expenditures, including payroll, invoices, and purchase orders.
- Reviewed and managed sensitive information with discretion.
- Reconciled entries by verifying data against system reports while maintaining historical records.
- Processed employee payments by verifying expense reports and preparing paychecks.
- Scheduled vendor payments and addressed all inquiries regarding outstanding credits.
- Generated monthly account analyses and reports using QuickBooks and Bill.com.
- Contacted vendors via email and phone to resolve payment discrepancies.
- Managed bills for multiple Sealmaster locations across Illinois and Missouri.
- Prepared 1099s at year end for contractors and vendors who met certain criteria.
- Reconciled vendor accounts to ensure accuracy of balances.
- Maintained accurate records of all transactions in the general ledger system.
- Provided support during month-end closing activities including preparation of journal entries related to Accounts Payable and Receivable transactions.
Timeline
Servicing Operations Analyst
OppLoans
08.2022 - Current
Office Coordinator
Lakeside CNC Group
10.2019 - 09.2020
Accounts Payable / Receivable Specialist
SealMaster
03.2019 - 10.2019
Customer Service Representative
OppLoans
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