ELIZABETH PASILLAS
Riverside
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
13
13
years of professional experience
Work History
Bank Operations Specialist
Provident Savings Bank
08.2022 - Current
- Electronic Banking Auditor - balance all 14 branch ATMs daily, audit all incoming debit card applications, audit daily reports provided by Fiserv, third party vendor,
- Process all Automatic Housing Clearing transactions, which include but are not limited to: debits/credits, reviewing load errors to prevent fraud, processing death alerts, and balancing daily ACH reconciliation
- Risk Case Management Audit – a multi-layered authentication process for all Online Banking customers based on the information used such as device identification, device and network forensics, and session analysis. Audit consists of tracking and following various online customer activities in order to determine whether they were genuine or fraudulent to take actions in order to mitigate or reduce fraud.
- Provide assistance to all 14 Branches and customers via telephone and email while following policy and procedures for complex interactions. Creating and escalating open cases for better customer service and team satisfaction.
- Assisted in resolving customer inquiries, enhancing overall satisfaction and retention.
- Executed daily operational tasks, maintaining accuracy in account management systems.
- Work daily reports provided by Fiserv for Bill Pay Service through Excel- view, edit, and submit reports regarding any fraudulent, suspicious activities, and reach out to customers confirming payment made against their accounts. Balance several reconciliations such as mobile deposits, merchant deposits, and Zelle transfers, and research any discrepancies to ensure recons are balanced daily.
- Process Online Banking Enrollment requests and Business Enrollment requests; positively verifying all information is correct and prevent any potential customer impersonation while managing all online activity and access.
Assistant Branch Manager
Wells Fargo Bank
07.2012 - 12.2018
- Responsible for management tasks that included but not limited to: scheduling, revising banker daily activity plans, and working alongside service team to ultimately come up with ideas to improve customer service experience.
- Help team members with complex customer transactions, complaints/concerns. Contact Bank Support for requests that are unable to be completed at branch level and follow up in a timely manner.
- Approve teller and banker transactions while following policies and procedures.
Wells at Work Proponent
Wells Fargo Bank
- Responsible for leading Wells at Work meetings for the Pacific Gateway region, a program to help local businesses with benefits for their employees. Train and guide staff with successful strategies to help local business improve their cashflow, while helping their employee retention and growth.
- Provide financial literacy presentations to the community in English and Spanish. Teach strategies that’ll help the community with their finances and reach their goals while incorporating life skills that are essential to their success.
Personal Banker/Teller
Wells Fargo Bank
- Responsible for processing customer transactions such as deposits, payments and withdrawals while multitasking different operating systems.
- Assist customers interested in opening/maintaining accounts. Escalating problems to second level support when a transaction couldn’t be completed at branch level.
- Build lifelong relationships with customers by demonstrating a genuine interest and ask questions to better understand their financial needs.
Education
A.A - English-Transfer
Cerritos College
05.2011
High School Diploma - undefined
Bell Gardens High School
06.2009
Skills
- Effective communication, orally and written
- Creative and effective problem solving
- Adept in quickly learning new skills and procedures
- Teamwork and collaboration
- Customer service
- Problem-solving
- Friendly, positive attitude
- Organized
- Dependable/trustworthy
- Multitasker
- Daily report auditing/record keeping
- Detail Orientated
Languages
Spanish
Professional Working
Timeline
Bank Operations Specialist
Provident Savings Bank
08.2022 - Current
Assistant Branch Manager
Wells Fargo Bank
07.2012 - 12.2018
Wells at Work Proponent
Wells Fargo Bank
Personal Banker/Teller
Wells Fargo Bank
High School Diploma - undefined
Bell Gardens High School
A.A - English-Transfer
Cerritos College
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