Charlie Pena Email & Phone Number

Westwood, California, United States

- Continue duties of the Senior Payments Specialist, in addition to manage the daily functions of the department and assist the AVP; Department Manager.- Assist with training and advancement of the Payment Specialists and provide coaching and performance plans, as applicable.- Responsible for the revision and monitoring of the job requisition and interviewing and hiring process of Payment Specialist(s).- Draft, edit, and maintain department standard operating procedures.- Ensure adherence to existing Key Performance Indicators (KPI) and assist in the development of new KPIs for the new fiscal year.- Provide departmental updates to the AVP and SVP.- Review existing and/or implement process improvements to mitigate risks and losses, improve performance, and enhance member experience.

Westwood, California, United States

As a Senior Payments Specialist, I delivered University Credit Union’s CHAMPIONS values to engage in behaviors that created member and team member loyalty. I demonstrated knowledge in the wide array of Payments department functions including online/mobile banking money transfers, wires, ACH postings/exceptions, draft returns, all payments disputes and stop payments (cards, check, ACH) and in turn serve as a resource to others in the department. I served as the subject matter expert on select projects that impact Payments.Essential Functions and Basic Duties• Lead Payments related projects or served as team lead on projects involving Payments. Developed and ensured system testing and end-to-end testing is completed prior to being placed into production. Worked closely with Marketing, Lending, IT, Risk, Finance, and others to ensure successful project implementation and ensured goals are met after Go Live.• Developed and edited Payments-related procedures to ensure the frontline and back-office areas have the most current information on Payments-related tasks.• Monitored and managed card ordering process including managing inventory levels and return card mail.• Managed relationships with assigned Payments vendors.• Worked closely with Risk Management and Chief Risk Officer conducting fraud investigations related to money movement.• Managed select day-to-day operations in the Payments area and provided feedback to team members.• Served as resource to other staff for Payments related questions.

Westwood, California, United States

Delivered on University Credit Union’s CHAMPION Values to engage in behaviors that created member and team member loyalty. Assisted in Payments projects and acted as Subject Matter Expert for projects that were lead by other lines of business. Performed necessary functions to establish and maintain credit, debit, ATM and Online Bill Pay accounts and services. Explained and promoted all products and services to members. Provided support to members, both internal and external, via various channels. ESSENTIAL FUNCTIONS AND BASIC DUTIES- Provided information and services to all members regarding credit, debit, ATM, digital banking and other related company products. Cross-sold products and services when appropriate. - Processed lost and stolen cards and maintained files. Processed credit/debit card and ATM fraud and dispute claims. Have a good understanding of Mastercard and regulatory requirements related to card fraud and dispute processes.- Completed wire processing, including incoming and verification of outgoing wires, recall and tracer requests.- Exception processing and research and adjustment for drafts and ACH, including ACH Origination and ACH disputes and Check Fraud Claims.- Completed troubleshooting for digital banking services, including Bill Pay, External Transfer, and Mobile/ Remote Deposit.- Assisted with other related payments operations tasks as needed and as assigned.

Westwood, California, United States

The Member Service Specialist position delivers on University Credit Unions CHAMPION Values to engage in behaviors that create member and team member loyalty. The Specialist provides service by accurately completing transactions and providing account information to members, follows cash/transaction guidelines to safeguard credit union and member assets.Essential Job Functions:- Delivers phone/digital channel service to members requesting account assistance.- Provides consultative services to members regarding credit union products and services or refers members to the appropriate team member to assess the member's needs, address their concerns and gain agreement.- Processes member transactions efficiently and accurately with personal care.- Contributes to the departmental goals by processing member requests with sense of urgency.- Performs other related duties as assigned or requested.

Pasadena, California

Pasadena, Ca

Support the customer care center for both CIT and OneWest Bank, a division of CIT Bank. Provide assistance to customers from opening new accounts, managing their accounts, providing online banking support and retaining accounts/relationships. The customer care center assists customers with reviewing possibly fraudulent activity and, when needed, initiate a claim.

Pasadena, California

Assist customers with technical support for our Online Banking platform. Review and assist with investment options within personal and IRA savings and Certificate of Deposits. Guide customers through the opening and funding process for new accounts, for both existing and new customers. Negotiate terms and rates for CDs. Provide support for every day banking needs, including Wire Transfer requests, managing beneficiaries, and deceased notification.

Brea, California

As a Business Controls Specialist, I was responsible for overseeing Corporate Accounts Payable’s operations, controls and business support. This included quality assurance, process management and adherence to Standards and Policies, relating primarily to the Latin America region. Final projects included, but not limited to, updating all procedures aligned to LATAM, reviewing local laws, rules and regulations aligned to LATAM and the process owners, and aligning processes to current process owners.

Brea, California

Due to an organizational change and new philosophy, Complaint Resolution Quality Assurance (CRQA) transitioned into Enterprise Shared Services (ESS).• Reviewed escalated complaints to determine regulation adherence and re-escalations to determine resolution and portal adherence. The failure points and observations and opportunities to the lines of business and front line units were documented in the ESSQO Testing Sharepoint site.• Maintained projects and responsibilities from the former CRQA philosophy, such as acting as a SME for Regulatory Complaints and Social Media Servicing.

Some of the duties for a QA Analyst within Regulatory Complaints and Social Media Servicing included, but were not limited to:• Identify risk opportunity gaps in managing a customer concern that was not previously identified by an Inline Quality Review Analyst. Work one-on-one with those Quality Analysts and Managers to create action plans for corrective action, as needed• Provide crucial updates, revisions and approvals to procedures while guaranteeing regulatory compliance, which led to recognition from leaders in having a significant amount of process improvements to both bank processes and our internal procedures• Act as a coach and trainer during cross-training/on-boarding process for analysts within our immediate group and new hired resolution specialists• Facilitate a random case assignment report for peers based on their skillset, availability and sample size for the business• Act as a SME for team and represent Quality as a whole during projects and departmental changes• Was recognized for my continued efforts within Complaint Resolution Quality Assurance, exceeding all Personal Development Plans, and continued efforts in working with the overall enterprise, which led to my promotion to Assistant Vice President• Compliance and audit testing for Federal Regulations and for controllable re-escalations.

Brea, California

As a Quality Analyst within Enterprise Customer Care Resolution, my duties included, but were not limited to,• Randomly select phone queue calls recorded in Nepture Intelligent Computer Engineering (NICE) for call monitor audit reviews. Act as a subject matter expert within the team for matters relating to Deposits• Identify various opportunities with our internal procedures, which led to the creation of projects, including the authentication process, and ultimately implementation of new/updated procedures• Review and edit written correspondence from the Office of the Chairman and CEO • Work one-on-one with Customer Advocates to recommend solutions and influence action plans designed to drive customer delight• Identify process gaps and collaborated with senior management and compliance in finding solutions and improvements • Support newly hired or cross-trained Quality Analysts and Customer Advocates by acting as a coach and trainer

Brea, California

As a Customer Advocate within Enterprise Customer Care Resolution, my duties included, but were not limited to:• Responsible for researching and resolving complex escalated customer issues received by the Office of the CEO and President, bank executives, the Consumer Financial Protection Bureau, the Office of the Comptroller of the Currency, and other consumer advocacy agencies• Accountable for extensive knowledge of lines of business relating to financial centers, deposit contact centers and debit cards, which led to the ability to exceed all SLAs• Assist team members by acting as a subject matter expert in various fields within the bank, including research and adjustment, legal order processing and Procedure Reference Online• Ensure all written and verbal communication with clients was professional, thorough, timely and accurate

Bachelor Of Business Administration - Bba, Human Resources Management And Services

Associate Of Arts - Aa, Business Administration: Accounting/ General Business

Associate Of Arts - Aa, Interdisciplinary Studies: Social And Behavioral Sciences

Associate Of Arts - Aa, Liberal Studies (Teaching Preparation)