Client-Focused Administrative Professional

BRITTNEY C. ANDERSON

*** ***** ***** **** *** Fort Mill, SC 29708 Phone: 704-***-****

******************@*****.***

OBJECTIVE

Talented individual who put customers at the center of everything I do, looking to join a diverse and inclusive team where I feel valued and inspired to contribute my unique skills and abilities.

SKILLS

Ability to assess issues, make quick decisions, implement decisions, and influence change

Ability to exercise independent judgment to identify and resolve problems

Ability to be flexible and adjust plans quickly to meet changing business needs

Ability to develop and manage business relationships

Ability to develop and negotiate solutions to issues with partners

Ability to develop partnerships and collaborate with other business and functional areas

Ability to interact with integrity and an elevated level of professionalism with all levels of team members and management

Ability to learn and assimilate information from multiple people and sources

Ability to meet deadlines and achieve goals under pressure in a dynamic, complex, and constantly changing environment

Ability to negotiate, influence, and collaborate to build successful relationships

Ability to prioritize work, work independently, multitask, and translate complex topics

Ability to schedule and plan meetings and events

Ability to synthesize data from a variety of sources and deliver results quickly

Ability to take initiative and work independently with minimal supervision in a structured environment

Ability to take on an elevated level of responsibility, initiative, and accountability

Ability to work effectively, as well as independently, in a team environment

Excellent verbal, written, and interpersonal communication skills

Independent management of low-risk projects

Outstanding problem-solving and decision-making skills

Strong analytical skills with high attention to detail and accuracy

Strong organizational skills

EXPERIENCE

Administration

Analytical Reporting

Bankruptcy

Business Banking

Business Process Management

Business Resiliency Management

Cash Vault

Change Management

Commercial Banking

Community Banking

Compliance

Consumer Lending

Control Design Control

Control Management

Governance and Reporting

Control Evaluation

Control Programs

Corporate Risk

Customer Service

Data Management

Data Validation

Default Servicing

Enterprise Risk

Financial Budgeting

Foreclosure

Home Lending

Home Preservation

Human Resources

Image and Document Management

Internal Auditing

Implementation

Issue and Control Deficiencies

Loan Documentation

Location Management

Loss Mitigation

Operational Risk Management

Process Improvement

Problem Analysis and Resolution

Quality Assurance

Quality Control

Record Management

Risk Control Testing

Risk Identification and Assessment

Risk Monitoring

Staff Management

Team Budgeting

Wholesale Banking

Wholesale Risk Control

SYSTEM KNOWLEDGE

AFS Customer Connection

ARCOE

ART (Access Request Tool)

BITTS

BLAST

CARCO

Change Control Center

Common Reconcilement System

CPI

CreditView

DCM

Early Resolution (ER) ERLMF

ECar

EDM

EBCE Phase 1 Testing Tool

FDR

First Advantage

GEM

GLACR

GLORY

Hogan/SHAW

IAM (Identity and Access Mgt)

ICMP

INDIGO

LIS

LIVE

LPS Desktop

Mail Mergers

Microsoft Office

Microsoft Teams

MS Office Suite

MSP

My Work Portal

NICE Recording System

Nexidia

New Hire Tracker

OpenText

PACER

PeopleSoft

Procurement

Recruiting Solutions

Shared Risk Platform (SHRP)

SharePoint

SMP

Staff Management

Strongbox

Tableau

Vendorscape

Virtual Library

WANDA

Workday

PROFESSIONAL EXPERIENCE

Business Execution Consultant within Transformation and Products (Human Resources)

Wells Fargo Bank, NA – Charlotte, NC – May 2023 – August 2025

Supported business operations such as (but not limited to) management of financial budgets, AU management, staff management, business resiliency management, location management, leadership support and initiative consultation

Extracted, compiled, interpreted, and analyzed complex data from multiple sources

Provided input to strategy and decision making to HR Transformation & Products leadership

Participated in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives

Identified opportunities for process improvement by conducting root cause testing of all compliance and business metrics

Determined areas of strength or Business Execution opportunity within defined scope of work

Reviewed and researched strategies and action plans to establish effective processes while meeting performance metrics and policy expectations

Utilized independent judgment to guide moderate risk deliverables

Presented recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business

Collaborated and consulted with leaders and executive management

Provided work directions to less experienced Strategy and Execution staff

Designed and conducted moderately complex analysis to identify themes and metrics used for setting business strategy and planning

Provided meaningful analysis and variance commentary to inform and guide stakeholders; identify risks and opportunities to future forecast

Evaluated complexities related to go-forward location strategy for the organization

Maintained necessary processes, controls, and procedures to ensure data accuracy and integrity

Collaborated with team leaders in developing materials, routines, and reporting

Supported the overall business and coordinated efforts with Record Coordinators on records management activities as directed by the Group Records Coordinator

Enterprise Risk Specialist within Corporate Risk (Consumer Lending)

Wells Fargo Bank, NA – Fort Mill, SC – March 2022 to May 2023

Responsible for oversight and strategic direction in addressing the organization’s risk and managed the combined impact of those risks

Created and implemented the companywide risk management framework and worked closely with various lines of businesses to identify all material types of risks

Developed, implemented, and monitored enterprise risk-based governance programs

Engaged with Senior Leaders across Risk, Servicing, Legal, Compliance, and Control to develop a solid understanding of credit policies and strategies, regulations, and investor guidelines as well as proposed changes across all Home Lending portfolios including Serviced for Others, Wells Owned Mortgage and Home Equity and across all areas of Servicing including loss mitigation, liquidation, collections, foreclosure, REO, bankruptcy, loss recognition, and performing servicing

Participated and provided support for responsible oversight and strategic direction of enterprise risk, governance, and reporting programs

Partnered with lines of businesses within Consumer Lending to understand how changes were being reflected in technology, tools, procedures, processes, and business requirements to ensure all aspects of the policy and strategies were being accurately implemented

Credibly challenged the business and influence partners and escalate when appropriate

Collaborated with other credit policy SMEs on impact assessments and questions from the business to provide timely resolution on requests

Understood regulators and investor guidance to ensure compliance

Made recommendations and credibly challenged to improve programs and execution

Supported automation of mortgage servicing by ensuring accurate translation of policy and strategy requirements into technology

Utilized risk knowledge to issue resolutions for moderate to high-risk companywide projects and initiatives

Participated in production of analytical reporting to support Complaint Oversight

Partnered with managers to coordinate risk reporting to executive management, committees, and Board of Directors

Collaborated and consulted with peers, colleagues, and managers to resolve issues and achieve goals

Identified training opportunities, designed, and coordinated development of the training materials, delivered training

Control Management Specialist within Consumer Lending (Corporate Risk)

Wells Fargo Bank, NA – Fort Mill, SC – June 2021 to March 2022

Responsible for partnering with Consumer Lending to develop and maintain a strong control environment leading to the early identification and sustainable mitigation of operational risk

Developed and maintained partnerships with Consumer Lending by consulting and providing guidance in the control design to effectively mitigate risks, including design of effective means of measurement

Assisted with the development and enhancement of the business control environment through execution of the Risk and Control Self-Assessment (RSCA) program

Partnered with business owners to create corrective action plans, and report and escalate issue status and concerns

Provided ongoing monitoring and assessment of operating/control environment to identify significant gaps and weaknesses and determine root cause of control issues

Assisted with the design of appropriate metrics to inform and monitor the health of the operational risk environment

Evaluated whether controls are well-designed and operating effectively

Executed control evaluations in an effective manner

Completed control evaluations on schedule

Raised schedule delays to the control evaluation lead

Escalated any potential control gaps discovered during the completion of the control evaluation to a control evaluation lead, and follow through on reporting, escalation, and resolution

Completed applicable documentation under limited supervision and in accordance with requirements

Interfaced internally within the bank regarding business risk management

Identified gaps through risk-based testing

Quality Assurance Analyst II within Cash Vault Operations (Consumer, Small and Business Banking)

Wells Fargo Bank, NA – Charlotte, NC – October 2019 to June 2021

Responsible for evaluating, monitoring, assessing, and/or reviewing programs, processes, documentation, and/or files to ensure compliance with internal company requirements

Documented critical details and/or concerns and ensure corrective action on exceptions and problems identified, required data is input and proper procedures were followed

Evaluated processes to ensure business standards were followed

Validated internal processes to ensure controls are mitigating risk and working as expected

Analyzed and provided quality checks for Wire Transfer, Cash Vault, Lockbox, and/or Account Analysis

Provided feedback to Operation areas concerning exceptions or observations and potentially gaps in process controls

Ensured identified risks and/or problems were clearly documented and interact with appropriate parties for timely resolution

Performed ongoing reviews and generates reports summarizing results

Identified risks and problem areas and recommended standards, policies, and procedures to correct deficiencies and improve performance

Assisted with aligning the current Operations Quality Management (OQM) Cash Vault validation processes to the Business Process Management (BPM) processes

Created and completed Indigo test questions/test scripts and coding for OQM Cash Vault validation processes

Responsible for planning and executing process improvement and redesign and change management initiatives

Responsible for the development, implementation, monitoring, and management of assigned processes

Reviewed and analyzed select policies and programs that engage with issue management

Served as liaison between Business Control Management teams and aligned businesses

Shared Risk Platform (SHRP) Issue Management Resolution

Responsible for the integration and implementation of validations with cross-functional business partners

Tracked and evaluated performance of validations and initiatives

Ensured validations adhere to appropriate policies and regulations

Ensured established processes meet policy/program requirements and internal guidelines

Responsible for ensuring data quality and collaborating with partners to correct when necessary

Participated in and facilitated key business meetings, when applicable

Participated and/or developed reporting for activities associated with processes built and implemented

Developed and maintained process guides, templates, and job aids for businesses to use aligned to policies and programs

Identified training opportunities, provided input to the development of training materials and job aids, and may conduct training, when applicable

Liaison for key business partners, providing subject matter expertise on specific assigned and ongoing business operations to ensure success in meeting business goals and objectives

Ensured efficiency, coast effectiveness of solutions, and stalemate pipeline management relating to assigned validations

Enacted and monitored key indicators to ensure effective performance and control management of validations

Recommended and enacted framework for assigned business operational reviews

Ensured effective integration/timing of change initiatives related to assigned business operations

Ongoing accountability for effective operational controls

Identified and reported on innovation opportunities on behalf of the line of business

Proactively identified decisioning approach and business impacts

Provided validations design based on reviews of policy documents

Developed rules, data, documentation, protocol, testing approaches, testing tools, scripts, project framework and maintenance projects to support the work effort

Recommended decisioning approaches and indemnity impacts on systems and processes

Performed qualitative reviews to ensure accuracy and completeness of flow integration

Presented to mid-level management on business performance and recommend strategies to implement changes and improvements

Utilized thorough knowledge of the business unit’s functional area to support strategic initiatives for the business

Led diverse support functions for multiple lines of business within the Cash Vault

Participated in special projects as needed

Consulted with management and business partners on matters of significance regarding strategic approaches, effectiveness of support function, and business performance improvement opportunities for the applicable business functions

Policy/procedure administration and adherence, systems/change initiatives, business continuity planning, legal and regulatory adherence, SLA negotiation/development, reporting and analysis, pipeline, process improvement, and quality management

Performed work to support the operations of the business

Provided support for a variety of diverse support functions and/or operations/production oversight for business groups

Regulatory/compliance matters, change communications, reporting/analysis, and tracking of policy/procedure adherence

Assisted with the administration of programs, projects, or processes specific to the business and maintains spreadsheets or databases to monitor departmental information

Coordinated and monitored implementation and maintenance of processes, procedures, and policies

Prepared correspondence; memorandum; reports; presentations or other assigned documentation

Assessed risks, reviewed risk ratings, identified control gaps, and determined the appropriate evaluation methodology

Assessed procedures and identified controls

Assessed control design and performance through auditing

Quality Assurance Analyst II within Small & Business Banking (Consumer, Small, and Business Banking)

Wells Fargo Bank, NA – Charlotte, NC – July 2018 to October 2019

Responsible for evaluating, monitoring, assessing, and reviewing Community Reinvestment Act (CRA) Small Loans to Businesses and Farms/Community Development data to ensure compliance with internal company requirements and government regulations

Responsible for reviewing programs, processes, claims, and files to ensure compliance with internal requirements and agency or government regulations

Accessed systems of records/documentation to verify specific CRA data attributes

Met daily review production expectations and accuracy standards

Identified problems and helped ensure that the appropriate corrective actions were taken

Interacted with appropriate parties and clearly documented the actions taken for a timely resolution

Performed ongoing reviews and generated reports summarizing results

Identified areas of risks and problems and recommend standards or procedures to improve performance

Evaluated processes to ensure business standards were followed

Provided guidance to lenders and other staff regarding documentation and underwriting requirements

Evaluated in-process, closed, cancelled credit applications, insurance claims, accounts, files, and processes to ensure company standards were met

Ensured corrective action on exceptions and problems identified

Ensured required data was inputted and proper procedures were followed

Ensured identified risks and problems were clearly documented

Quality Assurance Analyst I within Home Lending (Consumer Lending)

Wells Fargo Home Mortgage – Fort Mill, SC - September 2016 to July 2018

Supported the FHLMC, FNMA, FHA, VA, USDA, WO, WFHE and B&P Home Preservation Settlement/Closing production teams

Evaluated processes to ensure business standards were followed

Provided guidance to lenders and internal staff regarding documentation and underwriting requirements

Ensured correct action steps were completed on exceptions and errors, required data was input and proper procedures were followed

Identified risks and interact with internal or external partners for timely resolution

Performed ongoing reviews in a production-based environment

Researched and identified risks and recommended standards or procedures to improve performance

Conducted quality assurance reviews

Audited work performed by the Default Decisioning and Settlement Mod Approver team members for quality and accuracy

Ensured title vesting is accurate which included marital status, trustee/trust/estate, deceased owners, and name variances

Validated vesting for all investors including verifying name variations and differences between the Note, security instrument as well as addressing changes in vesting due to death, divorce, or other issues

Assisted peers with validating complex vesting

Collaborated with the Default Decisioning Title Team to implement procedural updates that will close gaps in the process to help Wells Fargo mitigate risk

Served as SME and provided coaching, direction, and guidance to ensure quality reviews

Provided training and work direction for new hires

Provided training and feedback to new and existing team members

Performed ongoing peer reviews and generated reports that summarize results

Maintained written policy and procedure documentation

Implemented new processes

Contributed to production and workflow environments

Ensured service level agreements were met

Partnered with other departments as needed

Maintained proactive focus on risk

Ensured corrective action is taken on exceptions and problems identified.

Identified potential or material compliance issues, system problems and ensured data was inputted correctly and proper procedures were followed

Ability to dig deep to provide root cause analysis

Ensured identified risks and/or problems were clearly communicated and documented

Interacted with appropriate parties for timely resolution

Functioned as the primary resource for critical production or escalation issues

Led and participates in production improvement efforts and addresses procedural impacts

Assisted with designing and implementing new quality assurance reviews

STAR Staffing Specialist within Consumer Lending (Human Resources)

Wells Fargo Bank, NA - Charlotte, NC – February 2016 to September 2016

Responsible for recruiting and selecting non-exempt staff from internal and external sources

Conducted advertising, screened resumes, interviewed candidates, checked references, and extended job offers

Developed effective working relationships with recruiting team members, recruiting agencies, schools and first level managers

Provided on-going administrative support for all aspects of the recruiting, hiring, and on-boarding process

Partnered with Recruiting Staff and Line of Business managers to ensure adherence to set policies, procedures, and service level agreements

Monitored and updated internal processes and procedures

Partnered with various internal HR departments and HR vendors when necessary

Communicated with confidence to individuals at all levels within the enterprise

Created requisitions and posted jobs in Online Recruiting

Reviewed resumes for recruiters

Created and provided offer letters to new hire candidates

Created advertising flyers for new jobs listing for recruiters

Processed hiring transactions through Staff Management/Recruiting Solutions

Provided communication to hiring managers/ candidates around recruiting/on-boarding process

Provided candidates with information on the company

Administered and maintained candidate background checks and I-9/CARCO

Accountable for processing reference checks for hiring managers

Involved in the creation, collection, and reconciliation of job folder contents

Functioned as a liaison with the candidates by answering benefits, training, and other questions for new hires

Administered skill test and conducted new employee orientation

Loan Servicing Specialist III/Quality Assurance Analyst II within Home Lending (Consumer Lending)

Wells Fargo Home Mortgage - Fort Mill, SC – December 2011 to February 2016

Responsible for researching, evaluating, monitoring, assessing, and/or reviewing programs, processes, claims, documentation, and/or files to ensure compliance with internal company requirements and/or agency or government regulations

Responsible for responding to written and phone inquiries from customers, investors, foreclosure attorneys and internal personnel regarding loans

Reviewed loans for postponement and foreclosure options

Answered questions pertaining to all areas of loan servicing including payment research, taxes, insurance, loan modification and assumptions, prepayments, payoffs, and lien perfection

Researched and analyzed problems and recommended solutions

Conducted periodic audits of peer files

Ensured identified risks and/or problems were clearly documented

Interacted with attorneys for timely resolution

Used programs to code, notate and update loan information

Managed an assigned pipeline of FHLMC, FNMA, FHA, VA, and ASC loans related to the business line

Received loans, verified investor, reviewed template for type of workout, reviewed process stops, reviewed foreclosure status, and reviewed CASH guidelines based on investor to determine how to apply funds

Researched and audited 50-70 loans per day to ensure they were eligible for sale, if not eligible will request postponement/hold

Built daily excel reports for analyst review and distributed work amongst team members

Implemented and created job aids for standard processes and procedures

Processed payments for Check Manifest, Certified Checks, ACE Report, LMPMT, Western Union, FC, and Loss Mitigation Summary Reports

Served as SME and provided coaching, direction, and guidance to ensure quality reviews

Assisted with all other special tasks and projects as directed by management

Accessed and maintained a thorough working knowledge of all systems

Identified risks and problem areas and recommended standards or procedures to improve performance

Assisted with designing and implementing new quality assurance reviews

Bankruptcy Home Preservation Specialist within Home Lending (Consumer Lending)

Wells Fargo Home Mortgage – Fort Mill, SC – September 2011 to December 2011

Ensured accurate documentation needed per investor requirements and conditions had been met

Carefully reviewed all documents including modification applications for potential fraud to submit to the underwriting team for review

Reviewed approved applications and contracts to ensure stipulations and conditions have been met and adhered to investor and company policy

Analyzed and made independent judgments while providing the highest level of service

Ensured quality customer service provided to external customers daily

Maintained a general understanding of investor guidelines

Managed an assigned pipeline of up to one hundred loans including FHLMC, FNMA, FHA, VA, and ASC loans relative to the business line

Contacted customers periodically from loan approval through closing

Responded to customer questions within 24 hours of receipt

Managed the escalated call queue while providing excellent customer service

Made outbound and received inbound calls on early and late-stage accounts

Assisted with all other special tasks and projects as directed by management

Accessed and maintained a thorough working knowledge of all systems

Loan Servicing Specialist I within Home Lending (Consumer Lending)

Wells Fargo Home Mortgage – Fort Mill, SC – July 2010 to September 2011

Managed inbound and outbound calls

Verified loan documentation

Responded to routine customer inquiries

Researched and resolved loan discrepancies

Requested postponements on upcoming foreclosure sale dates

Collections Specialist I within Home Lending (Consumer Lending)

Wells Fargo Home Mortgage through Integra Staffing – Fort Mill, SC – December 2009 to July 2010

Knowledgeable of company products and services, policies, procedures, collections systems and how to apply this knowledge when communicating with delinquent customers

Knowledgeable of how to interpret and document information from various sources within the company's computer systems

Understood State and Federal regulations governing collection practices

Used auto-dial system to initiate customer contact and determine reason for delinquency

Evaluated customers' financial situations and negotiated terms of repayment to bring the account current

Administrative Assistant

Randstad Inhouse Services – Charlotte, NC – December 2009 to February 2011

Recruited and interviewed candidates with focus towards Professional and Technical placements

Managed the full life cycle recruiting process including online sourcing, phone screens, in person interviews, resume submittals and offer negotiations

Conducted fingerprint scans in-office

Built relationships with the Hiring Managers to assess staffing needs

Built and maintained strategic partnership with the client through an extensive and detailed understanding of the client’s business, strategic direction, processes, and policies

Maintained close contact with the key principles at the account to ensure the highest level of client satisfaction possible

Screened and selected candidates according to client specific job profiles and workforce forecasts

Consistently exceeded client and talent expectations, and stayed ahead of the staffing industry by offering innovative, creative, and effective employment solutions

Provided schedules and conducted check-ins for workdays

EDUCATION

Strayer University, Washington, DC

Master of Science Degree in Human Resource Management, Human Resource Generalist specialization

December 2021

University of North Carolina at Greensboro (UNCG), Greensboro, NC

Bachelor of Science Degree in Public Health Studies, Minor in African American Studies

December 2009

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