Blake Benjamin
Escalation Representative
10942 Sw Celeste Ln Apt 302,OR
Summary
Dedicated and efficient, hard-working individual exceptional at multitasking in a fast paced environment, with a versatile skill set obtained through six years experience working at Wells Fargo. First in the branch as a front line Teller, quickly advancing to a Lead Teller, then as a Account Resolution specialist in Wells Fargo's Overdraft Collections and Recovery department and now working in the Wells Fargo Enterprise Complaints Management Office as an Escalations Representative. My unique flavor of customer service experience, leadership experience, extremely outgoing personality and professionalism give me all the tools necessary to collaborate and lead any team and be a continued asset for Wells Fargo.
Overview
7
7
years of professional experience
Work History
Lead Escalations Representative
Wells Fargo
03.2023 - Current
- Review daily control reports to ensure caseworkers are staying in compliance with federal regulations and department expectations.
- Compile and distribute the daily Resolution Timeliness report for North American and Indian management teams ensuring the proper handling of casework within defined service level agreements.
- Review production and quality assurance results for the team and create action plans to ensure each caseworker on the team is meeting department metric goals.
- Provide critical feedback and coaching to caseworkers as necessary and perform regular casework reviews each month.
- Co-lead regular daily and weekly meetings with the team to go over department updates and compliance results.
- Partnered with management and peers on special projects including managing the department shared email inbox and reviewing the daily letter print report. Ensuring that written communications to customers are delivered properly within defined service level agreements.
- Co-led two six week training classes as part of Wells Fargo's expansion into Hyderabad India, and collaborated on the creation of the training model and material for all future trainings at the Hyderabad offices.
Escalations Representative
Wells Fargo
09.2021 - 03.2023
- Identify customer complaints and ensure they fall within department purview.
- Research the root cause of customer's complaints and accurately categorize complaints in case management system.
- Conduct extensive research across multiple Wells Fargo systems on customers accounts to gain a clear understanding of customers complaints.
- Take ownership of a minimum of sixteen cases with varying deadlines and ensure all work is completed within allotted timeframe
- Answer inbound phone calls from customers and answer questions on existing customer complaints.
- Collaborate with peers across multiple lines of business to provide solutions to a wide array of customers complaints.
- Ensure casework is accurate and meeting all quality assurance requirements.
- Consistently meet performance and quality assurance metrics each month.
- Accurately log research conducted on a living research document that can be reviewed and understood by peers across the bank.
- Draft official resolution letters and speak on behalf of Wells Fargo to resolve customer complaints.
- Manage risk by reviewing procedure updates across multiple lines of business and maintain a firm understanding of bank procedures.
- Collaborate with peers and be available to answer questions for fellow team members on their casework.
Account Resolution Specialist
Wells Fargo
02.2019 - 09.2021
- Answer incoming phone calls from customers and provide one call resolution for any inquiries.
- Place outbound calls to customers with open and closed accounts to ensure awareness of current account status.
- Assist customers with creating payment arrangements to satisfy debt obligations to the bank.
- Assist customers with any life events such as fraud or bankruptcy events, and help facilitate a transition to a specialist when necessary .
- Identify new areas of opportunity to better assist Wells Fargo customers by documenting all feedback given on calls.
- Collaborate with High Balance team to ensure specialty collections queues such as High Balance, High Value and Open Loss Investigation queues are handled according to department policies and procedures.
- Work Loss Investigation Stop and Resume reports daily to ensure Wells Fargo halts collections activities on accounts with open loss investigations.
- Collaborate with team to ensure monthly High Balance tasks are met and work intensity is matching floor standards.
Ask Me First Internship
Wells Fargo
11.2019 - 06.2020
- Handle complaints and customer escalations from front line agents. Deescalating the customer and providing resolution before manager escalation is required.
- Provide live support for front line agents on the phones by answering any questions pertaining to Wells Fargo policy and procedures.
- Maintain a log of all escalations and questions asked, to identify common trends for coaching opportunities for supervisor implementation.
- Processed manual fraud claims and S09s filed by agents, ensuring timely and accurate filing of necessary documentation.
- Piloted the new Ask Me First Internship remote process, allowing for Beaverton and Roanoke sites to work together to assist more agents through live Skype chat and virtual escalations.
- Developed a new Fraud and Dispute teach back with feedback obtained from the Ask Me First team, Quality Management department, and Overdraft Collections management.
- Presented the Fraud and Dispute teach back to all Beaverton Overdraft Collections teams.
Lead Teller
Wells Fargo
07.2018 - 10.2018
- Perform observations on Tellers to ensure they are meeting Wells Fargo standards during customer interactions.
- Partner with the Service Manager and Tellers to develop action plans and goals for Tellers
- Provide on the spot coaching for Tellers ensuring there success with established goals.
- Write schedules for Tellers and ensure team schedules meet branch labor requirements.
- Perform cash ordering for the branch ensuring cash on hand meets demand forecasts.
- Ensuring all document retention meets corporate and federal requirements.
- Ensure team members are knowledgeable with all regulations and can pass yearly audits.
Teller
Wells Fargo
03.2017 - 07.2018
- Process customer deposits and withdrawals efficiently and correctly.
- Ensure the security of customers accounts and private information by following government regulations and company policy.
- Be the face of Wells Fargo during all customer interactions show the customer that we care for them and their financial success.
- Ask customers questions about their financial goals and offer them the option to speak in depth about their financial goals.
- Partner with Bankers to offer customers peace of mind with any issues relating to their finances.
- Facilitate transfers, deposits, and any other banking transactions.
- Make customer aware of issues with their accounts such as over drafted balances.
Skills
Eight years of customer service experience, with seven years in the financial sector at Wells Fargo
Three years of experience leading teams and operations management
Experience identifying areas of opportunity for team growth and implementing necessary coaching
Experience with extensive data tracking and management of financial records
Excellent written and verbal communication skills in both a presentation and one on one setting
Timeline
Lead Escalations Representative
Wells Fargo
03.2023 - Current
Escalations Representative
Wells Fargo
09.2021 - 03.2023
Ask Me First Internship
Wells Fargo
11.2019 - 06.2020
Account Resolution Specialist
Wells Fargo
02.2019 - 09.2021
Lead Teller
Wells Fargo
07.2018 - 10.2018
Teller
Wells Fargo
03.2017 - 07.2018
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Abdulsalam AlaniAbdulsalam Alani
Caregivers at Care Crafter home careCaregivers at Care Crafter home care