Virginia Moreno-Plemon
Summary
Dynamic Payment Support Team Lead at Patelco Credit Union with a proven track record in team management and performance development. Expert in payment processing support and compliance, I successfully implemented efficiency-enhancing procedures and mentored staff, ensuring exceptional service excellence and operational integrity. Proficient in MS Office and adept at fostering positive team dynamics.
Overview
12
12
years of professional experience
Work History
Payment Support Team Lead
Patelco Credit Union
04.2022 - Current
- Trained new team members by relaying information on company procedures
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Produce reports of data for management
- Keep updated with procedures and compliance
- Process escheatment of unclaimed property funds using HRS Pro Software for filing
- Reconcile escheated funds with the accounting general ledger for end of day balancing
- Use Accurint to locate members to prevent escheatment of unclaimed property funds
- Prepare, scan and file mass amounts of documents for OnBase Imaging
- Computer: MS Office (Word, Excel, Outlook, Teams) Adobe
- 10-key calculator proficient
- Process large volume of court ordered levies, including researching member accounts, placing a hold on funds for the levy and remitting funds to third parties to meet compliance
- Reconcile end of day balancing for the accounting center including researching discrepancies
- Implemented updated procedures that improved efficiency
- Trained new employees on customer service protocols and systems.
- Monitored service interactions to ensure compliance with quality standards.
- Collaborated with management to implement process improvements for efficiency.
- Developed training materials to enhance team knowledge and performance.
- Trained new employees on company policies and procedures related to customer service.
- Resolved escalated customer inquiries in a timely manner.
- Ensured compliance with applicable laws, regulations, policies, and procedures.
- Drafted and implemented policies, procedures, and best practices for the support team.
- Monitored ticket queues to ensure all tickets were responded to promptly and accurately.
- Managed vendor relationships related to the support department's activities.
- Assisted in hiring new team members by conducting interviews and providing feedback during the selection process.
- Developed plans for team growth and identified areas of improvement.
- Documented customer interactions and contact information into company database.
- Maintained positive working relationship with fellow staff and management.
- Collected, analyzed and reported on data for use in operational planning.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Led a team of support staff in resolving member inquiries efficiently.
- Mentored junior staff on customer service techniques, problem solving strategies, and product knowledge.
Senior Payment Support Specialist
Patelco Credit Union
04.2013 - 04.2022
- Manage large volumes of check deposit review through the remote deposit platform Ensenta to determine acceptance or rejection
- Analyze deposits and corresponding member accounts to ensure compliant to guidelines and regulations and proactively mitigate fraud and risk
- Stop and credit official checks and retrieve images of cleared checks through MoneyGram
- Assist with answering the department help line calls
- Process online help tickets using the Omni Salesforce Platform
- Post large volumes of check deposits/payments while ensuring drawer status stays in balance
- Catalyst Software-used to process incoming check deposits to the clearing house
Member Service Representative
Patelco Credit Union
09.2021 - 04.2013
- Delivered prompt service to prioritize member needs
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial well being
- Provided exceptional service through active listening, understanding the member needs, and offering appropriate solutions
- Helped large volume of members every day with a positive attitude and focus on customer satisfaction
- Worked efficiently in fast paced environment
- Excellent communication skills, both verbal and written
- Paid attention to detail while completing assignments
Education
Liberal Arts
Merced College
Skills
- Payment processing support
- Team management
- Performance development
- Effective organization
- Service excellence
- Computer Skills
Timeline
Payment Support Team Lead
Patelco Credit Union
04.2022 - Current
Member Service Representative
Patelco Credit Union
09.2021 - 04.2013
Senior Payment Support Specialist
Patelco Credit Union
04.2013 - 04.2022
Liberal Arts
Merced College
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