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Customer Service Manager

Ankeny, IA
February 19, 2020

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August ****-October **** – Loan Adjuster – Credit Card Services

Wells Fargo Card Services, West Des Moines, IA

Excellent customer service

Negotiate settlements for closed credit card accounts with customers and debt settlement companies

Access information on multiple systems

Attention to detail and analytical

Process payments on payment systems

Inbound and Outbound calls to customers and debt settlement companies

Call Center Environment

October 2013- August 2016 - Mediations & Litigations

Wells Fargo Home Mortgage, West Des Moines, IA

Review and work delinquent and current accounts in litigation

Inbound/Outbound calls to Wells Fargo Paralegal to obtain information for modifications

Inbound calls from customers, attorneys and other authorized third parties

Review documents to submit for modifications, short sales and deed in lieu

Excellent customer service

Request BPO, credit reports, and escrow set up

Communicate with the Research & Remediation Analysts assigned to accounts

Access information on multiple systems

Identify, maintain, track and log documentation

Attention to detail and analytical

Creating letters to be sent regarding information needed or status of information received or not received.

Strong time management skills

Ability to work independently

Working in a production environment

Ability to manage a pipeline effectively and efficiently

May 2012 – October 2013- Home Preservation Bankruptcy Specialist

Wells Fargo Home Equity, West Des Moines, IA

SPOC (Single Point Of Contact) for specialty group

Interview borrower to understand borrower’s specific situation; identify and request the appropriate documents required for loan modification.

Communicate and coordinate with a variety of Servicing departments both external and internal

Ensure necessary information and complete packages are received in a timely manner, maintained, tracked and logged in multiple systems

Discuss and negotiate liquidation options on properties

Access information on multiple systems

Strong time management skills

Ability to work independently and as a group

Pipeline management

Experience interviewing customers, knowing when to probe for details

Data entry into systems of records

Strong computer and data entry skills

October 2011-May 2012 - Researcher Level 3 OCC Consent Order Project & SCRA Project

Wells Fargo Home Mortgage – Des Moines, IA

Research & Review foreclosed loans to determine if harm was done to the customer during foreclosure 2009-2010

Gather all supporting documents for Promontory review

November 2009 – August 2011 - Office & Membership Manager

Home Builders Association of Greater Des Moines – Johnston, IA

Manage Accounts Receivable / Accounts Payable/ Collections

Reduced outstanding aging A/R from $38,000 to $35.00in 12 months

Receive, promote and process Membership Applications/Renewals for new and existing members

Managed other part-time employees

Assist members with account situations to include payments and collections

Assisted Project Managers with events

Member of the Women’s Council

In charge of the ticket booth for major events handling large sums of money and making nightly deposits for this event.

September 2008 – January 2010 -Contract Administrator/Project Assistant

Kraus-Anderson- West Des Moines, IA

Manage contract files for all the sub-contractors / Request for Information (RFI) Shop Drawings/ Project Directory & Project Manuals

Coordinate monthly meetings for the Project Managers, Architects and Owners

Fiduciary Responsibilities






Microsoft Share Point

Loan Image Viewer









Hamp Tool


2MP Tool

Flood Cert


Credit Reporting

Awards for Achievement

100% Quality Customer Calls Home Preservation Awards

1 of 2 to receive the first 70/70/70 -

One-Touch files in Home Preservation

Received 6 Listen to the Customer awards for customer written acknowledgement letters received


Linda Moore

1225 64th St., Des Moines, IA 50324 515-***-**** coworker/friend Wells Fargo

Dick Groenwold

4597 North Fieldcrest Way, Boise, ID 83714 763-***-**** Manager Krause Anderson

Joe Sithonnorath 515-***-**** Manager Wells Fargo

Char Hobson 515-***-**** friend/coworker Home Builders Assoc.

Dan Knoup 515-***-**** CEO/ HBA Home Builders Assoc

Angela Bartleman

1106 NW 3rd St.,Ankeny, IA 50023 515-***-**** Friend

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