Cecilia Rocha Email & Phone Number

•Review requests for service for new and existing accounts•Confirm customer eligibility for service, approve those that meet the established criteria.•Monitor credit reviews on new and existing accounts.•Research new accounts, verify that accounts are eligible for services based on criteria by DAT and the Federal Highway Administration•Verify and validate broker and carrier authority.•Maintain complete customer records, accurately update changes to customer records.•Research to confirm possible fraud

Houston, Texas

•Tackled client issues of a complex nature by simulating and recreating complex operating problems.•Assisted banks with trouble shooting numerous programs within the bank for consumer and business banking including Automated Clearing House, Mobiliti and Online Banking.•Prepared and provided testing support to assist on new product releases and updates.•Answered incoming calls, gathered detailed information for further assistance and responded in a timely manner.•Resolved client issues by navigating systems, following procedures, and utilizing other resources.•Trained clients on step-by-step procedures to enhance experience on Access Manager and Navigator system. •Wired funds from one bank to another. •Conducted external transfers utilizing Compass.

Houston, Tx

•Investigated and processed debit cards, credit cards and check fraud.•Processed, maintained, and filed adjustments in compliance with affiliated cards and federal regulations.•Issued provisional credit, maintained, and reconciled five General Ledger accounts.•Posted daily settlement adjustments received from other financial institutions or merchants for ATM & POS activity.•Processed adjustments, Tranblocker rules, case tracker, compromised cards, and daily reports through the Fiserv Network.•Notified and trained staff of latest fraud issues occurring regarding debit cards, credit cards and checks.•Solved issues regarding cardholders traveling or denials.•Processed bond claims through the CUNA Network.•Processed daily returns through the Catalyst Network and chargeback accounts.•Prepared charge off reports for monthly Board Meetings.•Audited tellers and vaults when out of balance.•Assisted as back up for call center and front desk when needed.

Houston, Texas

•Answered 80 – 100 incoming calls per day.•Accurately completed transactions and modified accounts.•Explained all available credit union services and cross sell products and loans.•Researched history and provided all information needed to clients.•Processed loan applications, obtained credit reports, and calculated debt ratio.•Resolved member issues and complaints concerning transactions, ATM, debit cards, credit cards, bill payment and E Branch. •Conducted research, performed file maintenance, and communicated with third party processors.•Member of the employee club – setup monthly sales, organized and arranged yearly picnic.•Assisted members with car buying services.•Trained new employees on call center procedures. Monitored and assisted new employees on calls.