Customer Service & Compliance Specialist
Resume:
Cynthia C. Morris
Coon Rapids, MN 55448
Phone: 651-***-****
*********@*****.***
OBJECTIVE: To continue my career in customer service environment while expanding my knowledge of policy, process, and procedures by learning and growing in my daily role. EDUCATION: Lafayette College Easton, PA
Bachelor of Arts in Government/Law
QUALIFIED SKILLS:
• Proficient at using Microsoft Word, Excel, and PowerPoint.
• Experience using Wells Fargo systems: ECMP, EITS, CIV, CStar, STS, ESP, Hogan, NICE, DIPR, MARS, OIB and Soft Phone.
• Strong knowledge of Wells Fargo products, policies, and Virtual Library procedures.
• Strong knowledge of the Operational Risk and Regulatory Systems.
• High participation in several special projects that have positively cleared backlog complaints cases resulting from the Jabari lawsuit and Sales Tactics complaints. EMPLOYMENT EXPERIENCE
US Bank/Eteam Minneapolis, MN 12/2024 to 11/2025
Treasury Management Support Banker
• Ensured customers financial goals were achieved. Activities included money movement, managing accounts, using tools and resources to protect against fraud, handling ACH payments and other remote deposits.
• Serviced customers phone and email inquiries.
• Assisted customers in navigating on-line platforms and all Treasury Management products utilizing the Bank’s servicing tools such as emulation and co-browse.
• Maintained appropriate technical understanding of bank systems. Wells Fargo Shoreview, MN 7/2017 to 3/2024
Enterprise Complaints Management Office (ECMO) - Exec Office Case Specialist
• Responsible for tracking, researching, and resolving escalated regulatory, legal and ethical complaints from customers that is in accordance with the Office of the Comptroller of Currency and Consumer Financial Protection Bureau guidelines.
• Conduct daily investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc. Partner with others (including customers, merchants, clients, executives, agencies, and regulatory and/or governmental representatives, bankers) to ensure resolution of matters.
• Conducts Pre-Risk Assessment by reviewing complaint for regulatory and non-regulatory flags and classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations while serving as an intermediary to resolve disputed matters between the customers and operational risk team.
• Recommend standards, policies, and/or procedures to correct deficiencies, while ensuring root cause analysis and accurate documentation and resolution is provided to our customers.
• Daily involvement in the workflow of resolving and working through escalated and complex customer issues such as the complaints resulting from the Jabari lawsuit and other remediation complaints cases.
Wells Fargo Shoreview, MN 02/2016 – 7/2017
Wells Fargo Executive Office - Research Remediation Representative III
• Assist in resolving complex and high risk complaints for both business and consumer customers within the complaint policy.
• Work alongside the Executive Services team to determine appropriate course of action to resolve customer’s complaints that have been escalated by second level support from the Phone Bank
• Assist customers who had legal, regulatory or ethical complaints.
• Accurately documented customer’s complaints and concerns and provided feedback to proper partners for resolution.
Wells Fargo Shoreview, MN 02/2014-02/2016
Phone Banker II
• Service incoming calls between 60-75 calls per day in a fast pace environment. Service calls related to basic account inquiries, complex calls, and escalated calls.
• Provide floor support by answering questions for bankers and share feedback, ideas, and coaching in team meetings.
• Consistently meet expectations for QA, CEM, Sales, AHT, and Adherence. Exceeded QA, AHT, and Adherence goals for 5 months.
• Received Service Excellence Nomination for consistent performance and leadership characteristics.
Wells Fargo Contractor via Aerotek, Minneapolis, MN 11/2011-9/2012 Client Service Consultant
• Consistently met goal to process 50 assignments per day and administrative tasks relating to customer accounts.
• Contacted internal departments and customers to resolve complex issues. Associated Bank, St. Paul, MN 2/2009-11/2010
Teller/Customer Service and Sales Representative
• Serviced customers by processing teller transactions, account inquiries, handled complex and escalated situations.
• Cross sold financial products, opened accounts, and keep accurate records to maintain customer information and relationship.
Wells Fargo, St. Paul, MN 07/2007-10/2008
Shareowner Account Representative
• Serviced inbound calls from shareholders averaging 80+ calls per day. Serviced call types from simple inquiries, complex inquiries, and escalated issues.
• Ensured accuracy on documentation to meet deadlines and prevent escalated issues. Wells Fargo, Minneapolis, MN 07/2005-07/2007
Teller/Vault
• Serviced customers by processing teller transactions. Promoted to cash vault after 1 year. Maintained high integrity and professionalism when handling cash vault transactions.
• Ensured Tellers had sufficient cash at teller lines. Managed cash by placing orders and sending out extra cash order.
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