Account Manager Customer Service

Travis Soprano

Greater Charlotte Area 704-***-****

adzxvl@r.postjobfree.com www.linkedin.com/in/travis-soprano

Account Manager

Cultivate Relationships Streamline Workflow & Processes Exhibit Meticulous Attention to Detail

Analyze and process sensitive and confidential deadline-driven information within fast-paced, high-risk environments. Exceptional team leader and multitasker known for organization and prioritization proficiencies that ensure consistent high-quality outcomes. Interface proactively with internal team and external stakeholders while emphasizing best-in-class delivery and superior customer satisfaction.

Areas of expertise include:

Relationship Building

Customer Service

Quality Review

Training / Mentoring

Team Leadership

Credit Report & Appraisal Analysis

LP & DU Accuracy & Efficiency

Regulations & Compliance

Complaint / Escalation Resolution

Microsoft Excel

Professional Experience

WELLS FARGO BANK, Charlotte, NC 2010 – July 2023

Consumer Loan Underwriter V, Senior Underwriter 2017 – July 2023

National Escalation Team (NET)

Conducted review of income, assets, credit, capacity, title, and collateral to determine eligibility of complex loans; exhausted all viable options prior to final declination. Communicated customer-friendly explanations to associates regarding loan requirement decisions. Supported partners in managing escalated customer complaints and providing next steps towards resolution.

Served on critical team functioning as last option on escalation path, evaluating transactions and offering feedback on reasoning behind final decision.

Selected as 1 of 4 senior underwriters authorized to review complaints sent by borrowers directly to C-suite leadership, providing meticulous review as well as detailed feedback explaining why borrower should / should not receive loan.

Achieved 94.5% accuracy rating by delivering prompt, precise feedback within 48 hours, aligning with fulfillment team’s Service Level Agreement (SLA), and outperforming daily review requirement by 33%.

Researched current and previous credit policy guidelines, remaining up-to-date on changes across several programs, including VA, FHA, non-conforming, USDA, relocation, and renovation, clearly explaining to Sales ‘whats’ and ‘whys’ relative to changes.

Analyzed borrower complaints, encompassing customer service issues and fee refund / research requests, completing detailed reviews of entire file (documents, credit policy, guidelines), notifying appropriate party to ensure communication of outcome to borrower.

Examined transactions for accuracy and completeness, ensuring document consistency and adherence to company guidelines, providing results across organizational levels, including fulfillment, management, and senior leadership, outlining remaining options to proceed with transaction.

Mentored analysts within NET, Fulfillment, and Sales, training new team members on methodology, terminology, process, and procedure for communicating feedback to person who filed complaint.

Travis Soprano adzxvl@r.postjobfree.com Page Two

WELLS FARGO BANK (Continued)

Lending Authority Services – NUPRM, Quality Analyst IV 2010 – 2017

Reviewed eligibility of complex loans submitted by underwriters applying for higher loan authority as well as recently onboarded underwriters.

Played key role as team Subject Matter Expert (SME), completing reviews for current / newly hired underwriters seeking higher loan authority, confirming underwriting aligned with company standards, and providing feedback (pass, pass with coach, no pass); surpassed required review quota by 12.5%.

Examined and underwrote 6 - 8 loans per day, including Renovation Certification, Relocation Certification, Prime Agency Base Level 3, Non-Conforming: Non-Agency Base Level 3, VA Base Level 3, FHA Base Level 4, and USDA Base Level Decision 3, ensuring sound business value and compliance with company / DU standards.

Appointed as Team Lead for nationwide Closer Certification Base Level Revamp program, certifying 700+ closers by managing 10-14-member team, developing test cases / methodology, training / coaching closers, creating reports, and leading weekly team meetings / conference calls with key stakeholders.

Determined and documented loan conditions, communicating requirements and decisions to managers / underwriters.

Tapped by manager to serve on Nationwide Joint Venture revamp team comprised of companywide appointments, conducting critical research and review of each state’s laws / by-laws, ensuring corporate compliance.

Additional Relevant Experience

ZENTA CORPORATION (CITIMORTGAGE), Charlotte, NC, Conventional Retail Underwriter

EQUIFIRST CORPORATION, Charlotte, NC, Account Manager / Underwriter III

AMERITRUST MORTGAGE COMPANY, Charlotte, NC, Account Manager / Underwriter

Education

Bachelor of Science (BS), Marketing, Bloomsburg University, Bloomsburg, PA

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