Professional Customer Relationship Manager

PROFESSIONAL SUMMARY

Professional Customer Relationship Manager with the ability to manage multiple large-scale caseloads while effectively prioritizing tasks to ensure completion in a timely manner. Demonstrated track record of success in customer service excellence in finance, operations, risk management, quality assurance, consulting, project management, operational readiness. Strong written and verbal communication skills. Increasing efficiencies, and identifying uncharted opportunities. Proven leadership skills in building camaraderie with internal and external customers. Partnered with colleagues and individuals across lines of business to meet goals and objectives in the most demanding of operational environments.

TECHNOLOGIES

Salesforce (Borrower Portal) AS 400 Fidelity Microsoft Word

Land safe Aspect Outlook

Legal Process Service (LPS) Panther PowerPoint

LAFA Foreclosure Postponement SharePoint Excel

Automated Enrollment Solution (AES) UNIX Hogan

PROFESSIONAL EXPERIENCE

Wells Fargo Wealth Management, Charlotte, NC 06/2019 – 10/2021

Client Services

(International Wire Transfer Specialist)

●Perform a variety of wire transfer operational tasks for complex processes or functions within a high-risk production environment. Initiated high risk, high volume, and large dollar (US dollar and foreign currency) international, domestic, tax, etc.

●Wire transfers for consumer, business, wholesale, and Wealth clients, including regulatory Dodd Frank eligible payments.

●Responded to complex wire inquiries from internal and external customers regarding wire transfer customer agreements, wire investigation cases, incoming wires, wires pending Risk and OFAC review, and wire cancellations.

●Communicated with other departments or managers to resolve customer issues as well as participated and supported overall customer service goals and service level agreements.

●Tracked and monitored documentation, account maintenance of files and reports

●Ensured established policies, procedures and regulatory requirements were meet.

Apple One 10/2017 -05/2019

Wells Fargo Legal Processing, Charlotte, NC

Legal Order Processor

(Legal Order Processing)

●Read, interpreted, researched and processed subpoenas, levies and other legal documents on behalf of Wells Fargo.

●Determined proper course of action and coordinated correspondence.

● Responds to inquiries from external customers, internal team members, government agencies and outside attorneys.

●Made witness appearance arrangements and assisted in the preparation of witnesses for depositions and hearings.

●Provided training to less experienced Operations Legal Specialists.

Randstad Professionals US 11/2016 -08/2017

Wells Fargo Wealth Management, Charlotte, NC

Client Services

(Wire Transfer Specialist)

●Initiated high risk, high volume, and large dollar (US dollar and foreign currency) international, domestic, tax, etc. wire transfers via phone for consumer, business, wholesale, and Wealth clients, including regulatory Dodd Frank eligible payments.

●Responded to complex wire inquiries from internal and external customers regarding wire transfer customer agreements, wire investigation cases, incoming wires, wires pending Risk and OFAC review, and wire cancellations.

●Communicated with other departments or managers to resolve customer issues as well as participated and supported overall customer service goals and service level agreements.

●Tracked and monitored documentation, account maintenance of files and reports

●Ensured established policies, procedures and regulatory requirements were meet.

Bank of America, Charlotte NC 08/2010 - 10/2015

Litigation / Mediation Customer Relationship Manager

(Loss Mitigation Specialist II)

●Managed client relationships built a reputation for excellent service and generated repeat business.

●Processed Conventional, FHA, VA, FNMA,FHLMC, Heloc 2nd Lien, Short Sale, Deed in Lieu with an average pipelines: 35-40 loans

●Worked with mortgagers, real estate agents, attorneys, brokers and other vendors to avoid foreclosure and to mitigate losses to the company

●Proactive/confident communication skills (both verbal and written) interacted with senior management, clients, and attorneys.

Wells Fargo Home Mortgage, Fort Mill SC 01/2008-01/2009

Loss Mitigation

(Workout Specialist)

●Reviewed and analyzed hardship packages submitted by mortgagors who were in need of assistance to resolve their mortgage delinquency. Submitted completed files to Quality Control for final review and underwriting.

●Obtained and reviewed customer documents, and clear conditions communicated with authority level

●Ensured integrity of all data and process inputs. Ordered necessary documents and follow-up with vendors/third parties to obtain in timely manner.

●Ordered credit reports; and submitted loans to appropriate automated underwriting system

●Submitted loans to assigned automated underwriting system

●Proactive/confident communication skills (both verbal and written) interacted with senior management, clients, and attorneys.

●Ability to thrive in a fast paced business environment with strong time management skills

United States Navy, San Diego CA, 10/1999-05/2004

Aviation Support Equipment

(Petty Officer 3rd Class)

●Over 1,500 hours training in leadership, management, and technical support.

●Managed job timeline and oversaw completeness of work for the fleet operational readiness

●Maintained accountability of and managed multi-million dollar unit equipment with no losses

●Advised senior leadership on project requirements, effectiveness of instruction, unit procedures and disposition of personnel

●Mentored and trained over 10 junior personnel yearly and assisted in development of fleet operational readiness

●Prepared project presentations and briefed mid and senior level leadership on preparedness, successes and deficiencies

EDUCATION

Fort Mill High School (Diploma)

Mental Health America of Central Carolinas (Peer Support Specialist 09/2016)

Patriots Pathways Veterans Employment Certification (Certification 09/2017)

ACHIEVEMENTS

National Defense Medal

Navy Good Conduct Medal

Navy Meritorious Unit Commendation Medal

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