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Click here or scroll down to respond to this candidateCandidate's Name
Des Moines, IA Street Address
Tel. PHONE NUMBER AVAILABLE; Email: EMAIL AVAILABLEQUALIFICATIONS SUMMARYExpertise in resolving complex and escalated problems.Demonstrated ability to learn new processes/systems quicklyExcellent in Customer Service Delivery in all modalities.Proficiency in MS Office SuiteAbility to work with individuals from diverse languages and backgrounds.ACCOMPLISHMENTSResolved all customers/vendors problems/issues in a timely mannerVery detail-oriented with ability to do extensive research proficientlySuccessfully coached and supervised team members/associates.WORK HISTORYTalent Bridge (Wells Fargo Bank) (40 hrs per week) 10/2023-PresentAssociate Loans Servicing Rep.Performs Service Release functionsChecking on current tax paymentsCutting payments prior to Loan Releasing by researching tax billsARS-call Tax Authorities to obtain tax billsStrategic Staffing Solutions (Wells Fargo Bank) (40 hrs per week) 3/2022-9/2022Operational AccountantPerformed moderately complex operational accounting activities related to maintaining ledger.Provided operational accounting support for internal business groups or operations departments.Reviewed data from general ledger, unit reports and various systems for accuracy.Gathered and reviews operational or financial data for regulatory reports.Prepared and reviews account reconciliations and certifications.Reviewed operational accounting procedures, methods or systems.Identified and resolves complex or unique issues.Collaborated and consults with peers, colleagues and managers to resolve issues to achieve goals.Proficient in Hogan, FDR, CEO, eTran, FDR CORR, IRRIS, etc etcAppleOne Temp Agency (Wells Fargo Bank ) (40 hrs per week) 9/13/2021-11/4/2021Account Resolution Specialist 2Utilized an auto-dialer or direct dual system to initiate customer contact and determine reason for delinquencyEvaluated customers financial situations and negotiated for full payments or created terms for repayments.Referred more complex issues to higher level staffConsistently learned and applied operational policies, State and Federal regulations governing collections.Robert Half International (Wells Fargo Bank) (40hrs per week)12/9/2019-6/12/2020LOB Escalated Complaints Specialist (ECMO)Researched and resolved escalated inquiries and complaints requiring special handling (from management committees, agencies and senior business leaders).Performed and conducted investigative steps to fully identify the issues, researching product information, terms, conditions, contracts and regulations.Performed root-cause analysis to determine cause of complaints.Reviewed and researched strategies and action plans to establish effective processes.Collaborated and consulted with peers and leaders.Ensured identified risks and/or problems are clearly documented.Made Outbound calls/received Inbound calls to and from customers, bank departments to investigate and resolved escalated complaints and issues.Recommended standards, policies and/or procedures to correct deficiencies.Systems used include ECMP, SVP, CIV, HOGAN, NEXIDIA, CACS, DIPR, JABBER, SHAREPOINT etc.Wells Fargo Bank, West Des Moines, IA (40 hrs per week) 12/15/2014-8/9/2018DEFAULT ACCOUNTS PAYABLE DEPARTMENTLoans Servicing Specialist 4 (PROPERTY PRESERVATION)/HAZARD CLAIMSEnsured compliance with Wells Fargo, investor, legal, regulatory or business policies.Processed Hazard Claims vendor invoices in accordance with bank policies/guidanceAudited processed claims to ensure compliance with regulations and bank policies.Proficient in Loansphere, Yardi, MSP, SharePoint, etc etcWells Fargo Bank, West Des Moines, IA (40hrs per week) 3/31/2013-12/14/2014Loans Servicing Specialist 3/Quality Assurance AnalystResearched and resolved complex issues: Bankruptcy/ForeclosureAudited processed vendor claims to ensure compliance with our policies/regulations.Processed customers/vendors claims per banks guidelines and regulationsApproved payment of vendor invoices that met set criteria and company guidelines.Wells Fargo Bank, West Des Moines, IA (40hrs per week) 8/13/2012-3/30/2013DEFAULT ACCOUNTS PAYABLE DEPARTMENTLoans Servicing Specialist 2Researched and resolved complex issues: Bankruptcy/ForeclosureAudited processed vendor claims to ensure compliance with our policies/regulations.Processed customers/vendors claims per banks guidelines and regulationsEDUCATIONRoosevelt University, Chicago, ILMaster of Public Administration (MPA) DegreeUniversity of Ghana, Legon, GhanaB.A(Honors) Degree in Management/PsychologyUniversity of Nigeria, NsukkaCoursework in Public Administration |
