Palmira (Pam) Lopes Email & Phone Number

Pompano Beach, Fl, Us

Pompano Beach, Fl, Us

Boca Raton, Florida, United States

Manage a team of 2 Supervisors and 10 collection agents to meet departmental goals via appropriate allocation of workload and effective resource management. Assist management in monitoring offshore team consisting of 2 supervisors and 16 collection agents, representing 2 different countries.
• Lease to own products via online market place purchase. Managing portfolio of over 34,000
accounts, Collections debt representing current to over one year past due.
• Responsible for creating, implementing, updating, and managing the customer collections
process which includes onboarding of new products into the billing system, and ensuring the
completeness and accuracy of revenue stream by providing feedback to external and internal
customers.
• Monitor day to day work of staff for process adherence and compliance.
• Evaluate employee work and productivity and engage in continuing education and training for the
team.
• Meet with team members one-on-one to provide continual coaching and evaluation of process
and procedures.
• Develop, document and implement appropriate systems to scale, processes and controls

*****Selected as Employee of the Year 2022 for Collections/Billing Department********

Remote

Limited Services Supervisor - Call Center (IRS)

Tamarac, Florida, United States

Responsible for responding to escalated questions and priority calls for the 2020 US Census Questionnaire Assistance contact center, answering questions from CSRs as needed, and assisting the public by researching and responding to frequently asked questions regarding the completion of the forms.
• Follow defined Census program information, processes, and procedures
• Respond to escalated and priority telephone inquiries in a courteous and professional manner
• In the event a CSR is unable to answer a caller's question, the lead CSR will use appropriate scripts to respond to the caller's inquiry for both inbound and outbound call types
• Maintain up-to-date knowledge of Census policies and procedures as applicable
• Respond to telephone inquiries within the departmental goals for quality, schedule adherence and average handle time
• Adhere to the Title 13 requirements for maintaining confidentiality of all Census data Continually look for and suggest process improvements

SPECIALTIES: Fraud Investigator, Loss Specialist, Skip Tracer, Check Fraud, Compliance Specialist, Customer Service, Operations, Leadership

Fort Lauderdale, Fl

The Check Cashing Store & Money Mart
Investigated, verified and resolved high-value cases regarding both check fraud and loan fraud across 15-state territory (e.g. FL, CA, HA, NM, AZ, PA, LA). Drove investigations from receipt to completion within a compliance timeframe. Worked with store-level personnel, law enforcement, district attorneys and financial institutions throughout investigations. Coordinated with US Treasury on tax fraud related scams and relayed updates to store employees.

Prepared correspondences sent to Wells Fargo and Western Union. Helped stores prepare for interviews with law enforcement. Worked with public defenders and state attorney regarding subpoenas. Provided documents and counseling needed for depositions and trials. Logged impact and witness statements along with restitution letters for courts personnel and detectives. Updated internal databases/systems with progress, next steps and interactions with varied stakeholders. Worked closely with compliance on SARS, AML and OFAC monitoring, knowledge of KYC standards.

► Collected files, forms, IDs, images, reports and contact details used to cash check and open loans.
► Maintained contact with check makers to confirm fraudulent activity.
► Public Records/Skip Tracing: Used LexisNexis Accurint and TLO to research payees and makers.
► Pulled CCTV video on confirmed fraud cases then sent evidence to detectives and courts.
► Loss Prevention Alerts: Updated store personnel on critical issues such as fraud rings.
► Trained high-fraud stores to identify fraud via webinars, phone and in-person training.
► Worked with LP to investigate system breaches & unauthorized access by interviewing staff.

SPECIALTIES: Fraud Investigator, Loss Specialist, Skip Tracer, Check Fraud, Compliance Specialist, Customer Service, Operations, Leadership

Miami, Fl

Maintained portfolio with .94% rollover rate on 60 to 120 days past due accounts on vehicle loans
Executed extensive skip tracing and research methods. Ordered repossessions on vehicles with various outside agents. Handled charge off recovery accounts including judgments, deficiency balances, force place insurance and GAP. Initiated transfers to Legal Division.

► Reduced consumer delinquency collections portfolio from 4% to .94%.
► Recovered highest dollars in charge-off recoveries corporate-wide.

Miami, Fl

First Union Bank/Wachovia Bank
(1996-2001) Senior Risk Reduction Specialist II. Maintained highly-sensitive portfolio of credit risk accounts, requiring collection of debt from 1 to 6 months delinquency on credit card and home equity lines. Created Private Banking Collections Unit.

Flagler Federal Savings & Loan/First Union
(1993-1996) Research Processor I & 2, ensured that all assignments were produced in a timely manner, assisted team members, customers, and suppliers in analysis and problem resolution. Maintained record keeping and expense management. Assisted the management team on the night shift to coordinate all team members required goals. Coordinated a 6 month research project for bank merger of First Fidelity Bank in Philadelphia, PA.

(1990-1993) Branch Floater Supervisor (9 Branches)
(1988-1990) Branch Floater New Accounts Representative (9 Branches)
(1986-1988) Branch Floater Teller (9 Branches)