Lead Teller Services Consultant

Lillian Wooden l **** NE ***th Circle Vancouver, WA 98662 l 503-***-****

Awards/Achievements:

Assistant Vice President Officer

Member of the Diversity and Inclusion Community

An ambassador for on-boarding new Mediation Consultants

Work Experience:

Wells Fargo Senior Customer Resolution Consultant - Mediation Program

Productivity: 2019-Present

Execute: Assess customer information to understand or anticipate resolution needs. Research and seek information necessary to resolve escalated issues and achieve intended business outcomes. Utilize tools, technology, and resources to identify path to resolution, efficiently moving work forward and preventing aging. Deploy effective process discipline and time management to complete work/tasks efficiently and independently. Identify and escalate process inter-dependencies and manages implications on individual or shared work. Apply knowledge of operational processes and understanding of business context to execute tasks efficiently.

Adapt: Manage High Risk Claims for the Mediation Department. Manage complex, high-risk, or uncommon processes. Apply functional expertise and business insight to navigate ambiguity and identify relevant actions to achieve desired outcomes. Identify process inter-dependencies and manage implications on individual or shared work.

Collaborate: Engage effectively with stakeholders and peers, build consensus, and resolve escalations through appropriate use of facts, examples, and persuasion.

Communicate: Execute effective customer interaction, persuasion, and negotiation techniques. Explore alternatives to reach mutually acceptable solutions that gain the support and acceptance of all parties involved. Using appropriate support channels (phone, chat, email, etc.) respond to inquiries or complaints. Advise customers and internal stakeholders of status consistently, effectively, and in a timely manner.

Risk Management:

Identify and escalate early indications of production risks or the need to reallocate resources.

Demonstrate effective process discipline and time management to complete personal work/tasks/email responses efficiently and independently.

Ensure the use of tools and resources to properly fulfill all responsibilities as defined within policy and procedure.

Fully prepare claim details/valuation recommendations during claim reviews with Managers/Team Leads, Management Review Claim Presentations, Topic Calls, Bi-weekly one on ones and Mediation Preparation sessions.

Present claims in a clear and concise manner with Settlement Memo Notes and Claim Summary Reviews in line with procedures and first past quality for recommendations.

Foster efficient and collaborative partnerships promoting optimal progression of duties.

Ensure consistent, effective, and timely communications with internal partners or stakeholders to provide progress or status updates.

Flexible and adaptable when faced with changing needs of the business.

Engage in process improvements or projects focused on overall efficiency or productivity improvement initiatives.

Utilize published guidance and job aids to independently make decisions on claim valuations and next steps.

Work to resolve claims in an expeditious manner for customers both in pre mediation and mediation settlements.

Work:

Regional Services Consultant

Compliance and Risk Management: 2016-2019

Develop, plan, and execute strategic risk management actives, initiatives that successfully minimize and mitigate loss exposure and losses.

Maintain a consistent, proactive and effective process to detect and monitor trends in the Business Conduct Review (BCR) related behaviors and performance. Partner to recommend key prevention strategies and monitor the effectiveness of implemented action plans that improve operational soundness.

Collaborate with management to develop, implement, and monitor effective action plans that ensures success in meeting Risk Performance Indicators as established by the Risk Performance Scorecard and the Risk Performance Program.

Promote an atmosphere in which ethical behavior is recognized as a priority and practiced daily.

Address and appropriately, escalate any potentially inappropriate sales and service activities or behaviors in a timely manner.

Supports ten branches over a hundred team members, excellent communication skills, and creates strong partnerships with other business lines I help support.

RB Wells Fargo Store Manager 2013-2016

Accomplishments:

Provide coaching and behavioral based feedback to tellers/bankers and Service Managers based on personal observations and analysis of reporting tools

Organize, develop, and co-facilitate District Lead Teller meetings

Deliver consistent recognition to team members and business partners/peers to aid in their development and motivation

Help promote two team members into top performing managers

40% increase in loan volume from $935.64 thousand to $1.53 Million from Quarter 2 2013 to Quarter 2 2014

Received a 99% Audit Passing Score in 2014

Relevant Experience and Accomplishments:

Management:

2016 and 2017 all ten branches received Performing Business Conduct Review with a 2% overall increase from prior year to date.

Supervises a staff up to eight team members, ensuring each team member excels in the Incentive Compensation Program

Created and implemented consistent coaching methods to help improve performance and personal

Development of all team members

Development:

Excellent at communication, interviewing, investigating, and researching passionate how all these ties into minimizing risk, empowering team members, and preventing losses from occurring.

Experience as a powerful team leader and mentor for other employees to help grow them to their top potential

Education:

Graduated from Portland State University in 2009 receiving a Bachelor of Science degree in Psychology. Received cum laude status with a cumulative GPA of 3.74.

Contact this candidate