Samantha Vergara
Whittier,CA
Summary
Dedicated team player with a proven track record of effective collaboration to achieve shared goals and foster a positive work environment. Committed to continuous growth and skill enhancement, consistently seeking opportunities to expand knowledge and expertise. Demonstrated ability to contribute significantly to team success through proactive engagement and support.
Overview
9
9
years of professional experience
Work History
Deposit and Payments Specialist
STCU
Spokane, WA
01.2020 - 05.2025
- Assisted back and frontline departments with customer inquiries regarding Mobile Banking, Bill Payment, Remote Deposit, Positive Pay, Wires, and ACH Origination.
- Respond to questions about account balances, services, policies, and procedures.
- Respond to customer questions, concerns, or requests via phone, email, chat
- Address customer complaints, provide solutions, and ensure customers leave satisfied with their experience.
- Knowledge of managing cash flow in relation to payments, remittances, and collections.
- Understanding financial regulations and compliance standards in payment processing (e.g., NACHA, REG E, REG CC, etc.).
- Skilled in entering and managing large volumes of payment data accurately in databases.
- Proficient in reconciling payment transactions and identifying discrepancies.
- Expertise in processing various payment types (e.g., credit/debit cards, ACH, wire transfers, and checks).
- Created training materials for new hires on the company's procedures and policies.
- Generated reports to track performance metrics of team members.
- Coordinated with other departments to ensure efficient workflow processes.
- Developed and implemented specialized procedures for customer service operations.
- Implemented process improvements to increase efficiency and reduce costs.
- Assessed company operations for compliance with safety standards.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Contact Center Representative
STCU
01.2019 - 12.2020
- Assisted customers with order placement and payment processing.
- Performed troubleshooting and problem solving for customer issues.
- Answered customer inquiries via phone, email, and chat.
- Identified opportunities to upsell additional products or services.
- Resolved customer complaints in a professional manner.
- Handled escalated calls from other representatives in a timely fashion.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Tracked orders to ensure timely delivery to customers.
- Followed up with customers after each interaction to ensure satisfaction.
Teller
US Bank
01.2016 - 12.2018
- Maintained confidentiality of all customer records and information according to company policies.
- Processed wire transfers for customers both domestically and internationally.
- Assisted customers in opening new accounts and completing required paperwork.
- Continuously updated knowledge about banking products, services, policies and regulations.
- Answered customer inquiries regarding bank products and services.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Balanced cash drawers on a daily basis.
- Performed daily reconciliation of teller drawer within established limits.
- Followed up on requests from customers in a timely manner.
Education
Highschool Diploma -
California Highschool
Skills
- Payment processing and reconciliation
- Fraud detection and risk assessment
- Data entry and management
- Research and adjustments
- Cash management and handling
- Process improvement strategies
- Regulatory compliance
- Attention to detail
- Deadline-oriented time management
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Deposit and Payments Specialist
STCU
01.2020 - 05.2025
Contact Center Representative
STCU
01.2019 - 12.2020
Teller
US Bank
01.2016 - 12.2018
Highschool Diploma -
California Highschool
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