Service Representative Loan Processor
Resume:
Cassandra Wrisley
Cottage Grove, MN 55016
***********@*****.***
Work Experience
Wells Fargo Conduct Management, Investigator (December 2019-June 2022) Wells Fargo Home Mortgage, Executive Resolution Specialist 4-6 (July 2016-December 2019) Collaborate on creation and delivery of escrow training power point to the department via Change Monitor Executive Allegation and Specialty Intake mailboxes for concerns sent by employees, executives, and customers to ensure concerns are handled timely
Accurately categorize complaints and allegations received by the Board of Directors, Executive Channel Allegations, Ethics Office and EthicsLine and route to the appropriate groups for handling in accordance to regulatory standards
Track complaints and allegations received to ensure efficiency in addressing follow up requests
Created process and lead the efforts to archive files in the Documentum system Created process to track and monitor matters that were inappropriately referred from Complaints Partner which contributed to a process change
Collaborate with Investigations Assistants to confirm that allegations are entered accurately, ensuring appropriate handling
Partner with other Wells Fargo departments and entities to resolve customer concerns and track trends that could affect other accounts, proactively report potential trends that could result in complaints
Provided coaching support to co-workers to help them gain a better understanding and become more proficient in a variety of mortgage servicing subjects
Peer reviewed resolution letters for non-performing team members; provided feedback and direction to fully address customer concerns and minimize risk; created reports to track trends
Part of pilot team to review all resolution letters site-wide to ensure accuracy and minimize risk; tracked all reviews and reported trends, helped adjust tracking as needed, and provided coaching and support to the team members
Efficiently respond to customer inquiries and complaints to enhance their understanding of the servicing of their mortgage and improve customer satisfaction with a pipeline of 25-45 cases
Provided accurate and comprehensible written resolution to customers inquiries and complaints
Correct errors on customer accounts to prevent future errors from occurring while maintain compliance Exchange call and acted as SME on multiple escrow trainings Facilitate EDGE new hire training, and provide follow-up support and coaching for new team members, including pipeline review and letter reviews
Consult with business partners as a subject matter expert review and adjust process for requesting monetary relief for customers
Wells Fargo Home Mortgage, Mortgage Loan Processor 5 (August 2014-July 2016) Coordinated with title companies, insurance companies, realtors, underwriters, HMCs, closers, and clients in order to meet deadlines and minimize the need for rate extension fees Communicated what items are needed to proceed with the loan process to clients, financial advisors, and HMC and provide alternate options are available to the client when necessary Educated the clients on the loan process and explain the necessity for the items being requested Collected documents necessary to get both conforming and non-conforming refinances and purchase loans approved for both Wells Fargo Advisor clients and Wells Fargo Advisor’s personal loans in a timely manner
Actively balance a pipeline of loans to ensure each move through the loan process smoothly Provided clients with thorough and timely updates on the status of their mortgage Ensured that all documentation received meets established risk and credit guidelines Assisted in backing up co-worker’s loans when they are out of the office Wells Fargo Home Mortgage, Loan Servicing Collector 3 (June 2014-August 2014)
Proactively reviewed and offered applicable assistance options to customers to help them meet their goals of either keeping their home or liquidating the property Educated customers about options available to them as well as the ramifications of their account status Took inbound calls and made outbound calls regarding the payment status of accounts Performed escalated callbacks and did necessary account research to resolve the matter to maintain good customer relationships
Wells Fargo Home Mortgage, Interim Customer Service Supervisor
(January 2014-May 2014)
Developed front line team members by coaching individual calls in order to improve the customer experience
Facilitated trainings and updates to ensure that representatives had a thorough understanding of any changes to existing processes to maintain compliance
Worked as tester and subject matter expert for CIV transition and new transaction history tool Partnered with different departments to help improve interactions and customer experience Used Avaya CMS to monitor call queues and representative activities to ensure that calls get answered in a timely manner; balanced availability to ensure that trainings and tasks get completed in a timely manner Ensured accuracy of time cards prior to approving; reviewed, approved, and made certain time records were kept up to date
Tracked representatives stats to ensure that they were meeting expectations; coached representatives to take advantage of strengths and improve weaknesses Created daily and weekly reports with I.R.I.S to share with the team their results compared to each other and other teams; created goals and competitions to drive team results Collaborated with Learning and Development to review and improve existing training materials Wells Fargo Home Mortgage, Customer Service Representative 1-5 (August 2009-December 2013) Work in a call center setting efficiently answering 50-60 calls about in-depth customers questions about servicing aspects of their mortgage such as escrow, mortgage insurance, payments, and year end; perform necessary task on accounts including setting up payments, pay taxes and insurance, and update escrow items and analyze as necessary
Assisted the email team as a backup and answered simple to moderately in-depth customer email inquiries with accuracy and efficiency
Completed root cause analysis to resolve complex tax issues and relay resolution to homeowners verbally or in writing
Took supervisor calls and resolve escalated issues to maintain good customer relationships; perform supervisor callback when the matter cannot be resolved by supervisor on duty Assisted in training and development by taking assist call from representatives to explain how to handle situations they aren’t used to, assisting with floor support, and leading tem meeting to advise of new information
Analyzed customers account and recommend additional products that fit their needs and will help them succeed financially regularly meeting or exceeding cross sale goals Created reporting to assist manager team in taking advantage of team member strengths and coach to weaknesses
Awards and Promotions
Received Sky promotions four times: March 2017, October 2017, June 2018, and April 2019 Received Breakaway Performance recognition for first quarter 2018 Best Balanced recognition five times in 2017, four times in 2018, and seven times in 2019 Top Loyalty eight times in 2015 as a Loan Processor Received four promotions in four years as a Customer Service Representative Skills
Proficient in Microsoft Office including Word, Excel, Power Point, Access and Outlook Strong communication skills, both verbally and written Strong analytical skills with high attention to detail and accuracy Ability to create ad hoc reporting to meet specific needs Ability to interact and collaborate with all levels in the organization Ability to individualize coaching and training methods to ensure team member understanding Ability to spot trends and determine appropriate action to take Ability to prioritize and multi task to efficiently complete time sensitive projects with little supervision Capable of quickly learning and becoming comfortable with different systems used to perform tasks Proficient with the use of EAP, ECMP, EDGE, MSP, Avaya, I.R.I.S, Verint Impact 360, ESO, LIS, CORE, Compass, CIV, NICE, and CHUCKY
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