Luciana Fonseca

• Application Processing & Quality Assurance: Ensured all loan applications met CBA's requirements by removing duplicate documents, accurately indexing each file, and promptly requesting any missing information. Prepared applications thoroughly to expedite assessments by Credit Analysts.
• Document Management for Home Loan Settlements: Processed and verified documents required for the settlement stage of home loans, guaranteeing all customer files were complete, compliant, and accessible.
• Retrieval and Verification of Document Packages: Retrieved, organized, and reviewed document packages to confirm that all necessary documents were present and correctly filed, supporting efficient loan processing and minimizing delays.
• Rework Management: Led rework efforts to identify and resolve discrepancies in customer accounts, ensuring each correction adhered to CBA's quality and compliance standards.
• High-Level Customer Support: Responded to customer inquiries related to account details, document requirements, and loan statuses, providing clear, timely updates and solutions to enhance customer trust and satisfaction.
• Cross-Departmental Collaboration: Coordinated closely with other departments to address and resolve complex customer cases, leveraging team expertise to expedite solutions and elevate the overall customer experience.

• Income Processing & Donation Management: Accurately process donations and income received through various channels, ensuring efficient logging and processing of all donation payment orders.
• Declined Payment Resolution: Actively manage and resolve declined donation payments by contacting donors, maintaining seamless donation flows and ensuring prompt issue resolution.
• Donor Records Management: Maintain and update donor records in Salesforce CRM, ensuring all information is current and accurate for effective relationship management and donor engagement.
• Outstanding Donor Support: Provide responsive and high-quality customer service to donors, addressing inquiries with professionalism and upholding the Caritas brand and mission to enhance our reputation.
• Administrative Support: Assist with a variety of administrative tasks as assigned, including cross-departmental support to ensure smooth operations and aid in other areas as needed.
• Donation Reallocation: Handle the reallocation of donations from individual donors, fundraising campaigns, and third-party sources, including parishes and schools, to ensure accurate tracking and reporting.
• Relationship Management for Key Donor Groups: Manage relationships with key supporter groups, including Major Donors, Bequests, Schools, and Community Organizations, ensuring tailored service and engagement.

Collaborative Team Engagement: Foster a collaborative team environment by actively participating in team initiatives, sharing knowledge, and overcoming challenges associated with interdependent roles within the Supporter Services team.

• Fiscal Billing & Invoicing: Oversaw fiscal billing processes and issued invoices accurately and on time, ensuring compliance with regulatory requirements and maintaining clear records for all transactions.
• Corporate Collections: Managed corporate collections, actively following up on outstanding accounts to maintain positive cash flow and reduce overdue payments.
• Supplier Payment Management: Coordinated and processed supplier payments, ensuring timely and accurate payments that supported strong supplier relationships and seamless operational workflows.
• Invoice Management & Supplier Relations: Maintained and tracked invoices in collaboration with suppliers, resolving discrepancies and ensuring all invoicing aligned with contract terms and company policies.

Customer Default Negotiation: Led negotiations with customers facing payment difficulties, finding mutually beneficial solutions that reduced defaults while maintaining strong client relationships.