Business

Russell Heyveld

*** ** ******** **** ******, IA *0263

515-***-**** *******.*******@*****.***

QUALIFICATIONS

•20+ Years customer contact experience

•5+ Years of customer contact in the financial industry

•1+ Year of Home Equity Processing

•1+ Year of collections experience

•Leadership experience with a strong attention to detail and organization

•Proficient in Microsoft Office, MSP, ERNG, Coast to Coast and SWD systems

•Ability to work independently under stringent deadlines

•Adapts easily to new concepts and responsibilities

•My strengths from gallup are Ideation, Positivity, Strategic, Belief, Responsibility

PROFESSIONAL EXPERIENCE

Escalations Representative

Aug 2023- May 2024

Wells Fargo Credit Bureau disputes

•Research credit disputes from the credit bureau companies

•Check payment grid and history to see if it is correct

•Look at credit card statements for discrepencies

•Critical think and solve complex payment or missing payment issues

•Supported less experienced loan administrators in providing resolutions of inquiries and complaints

•Determined appropriate course of action and conduct investigative steps to fully identify customer issues

•Performed complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team

•Collaborated and consulted with peers, colleagues and managers to resolve issues and achieve goals

•Received direction from leaders and exercised independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.

Loan servicing specialist 5 Oct 2020- Aug 2023

Wells Fargo Cash Office

•Take calls from other internal departments to research home loans

•Do research on home loans

•Take 50 calls a day

•Critical think and solve complex payment or missing payment issues

•Serviced real estate loans including problem loans, and may include real estate agency loans

•Supported less experienced loan administrators in providing resolutions of inquiries and complaints

•Determined appropriate course of action and conduct investigative steps to fully identify customer issues

•Performed complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team

•Collaborated and consulted with peers, colleagues and managers to resolve issues and achieve goals

•Received direction from leaders and exercised independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.

Executive Resolution Specialist 1 May 2019- Oct 2020

Wells Fargo Enterprise management complaints office, West Des Moines, IA

•Resolve customer complaints

•Research multiple documents dealing with mortgage application

•De-escalate the customer on the phone

•Research multiple systems

•Work with multiple lines of business

•Maintain a pipeline of 25 plus

•Work within the federal Maximum Resolution dates

•Raise my hand whenever I see an opportunity to improve to make customer experience better

•Work with my team to complete the cases

•Write a letter to the customer explaining my findings

•Advocate for the customer

Home Loan Processor 3 and 4

Nov 2017-May 2019

Wells Fargo Home Equity, Des Moines, IA

•Process home equity applications

•Have 30 active applications to go over daily

•76% net loyalty for 2018

•99% quality

•Work as a team with others to get the application closed as efficiently as possible

•Take inbound and make outbound calls to customers about needed information

•Provide great customer service

•Assists team members with questions and looking over files

•Recognized For Bookings and Loyalty

•Chosen for core pilot team

•Helped roll core to the home equity teams

•Raise my hand whenever I see an opportunity to improve what we do to help the customer experience

Collector 3 March 2016-Nov2017

Wells Fargo Home Mortgage, West Des Moines, IA

•Handles inbound and outbound collection and customer service calls

•Handles all stages of account delinquency and provides resolutions for customer accounts

•Assists team members with complex calls and resolving account issues

•Compiles and organizes team stats, playbook and job aids

•Involved in the Leadership Committee for new ideas and department growth

•Appointed as a Q12 Captain to assist with department morale and standards

•Leadership roles such as ER Testing, Core Group and mentoring team members

•Consistently recognized as a top performer in department and quality monitoring

Assistant Manager 2002-2009

Wal-Mart, Council bluffs, IA

•Reviewed work of recent hires and coached new employees to improve production

•Handled cash management for all registers

•Managed 30 employees during each shift while providing team member support and problem solving

•Assisted customers with various transactions and addressed any customer concerns

Assistant Manager 1995-2002

Hy-Vee, Pella, IA

•Managed 40 employees during each shift while providing team member support and problem solving

•Checked and confirmed the daily deposit for the store

•Assisted customers with various transactions and addressed any customer concerns

•Developed employee schedules to ensure adequate coverage for daily operations

EDUCATION

High School Diploma 1995

Pella High School, Pella, IA

CDL 514YY6857 2007

JTL Truck Driving School

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