ALLAN FLOWERS
COLUMBIA,SC
Summary
Proven leader at Wells Fargo Bank, N.A., adept in customer relations and data entry proficiency, enhanced business growth by implementing strategies that led to a 90% reduction in rebuttals. Excelled in staff training and cross-functional team development, boosting team quality to 98%. Achieved exceptional results through a goal-oriented mindset and a commitment to business development.
Overview
13
13
years of professional experience
Work History
Lead Escalations Representative
Wells Fargo Bank, N.A.
09.2020 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Loan Administration Manager
Wells Fargo Bank, N.A.
08.2016 - 08.2020
- Appear on behalf of Wells Fargo Bank, N.A. on litigated manners and work with outside legal counsel on resolution.
- Ensures that legal documents are prepared and executed appropriately while complying with all applicable laws and regulations.
- Established procedures with the rebuttal process that led to 90% reduction of the amount received.
- Hiring, coaching, and developing non-exempt production staff.
- Develops and implements operational, servicing, or documentation procedures, methods and work systems.
- Partner with lines of business to ensure efficient processing and foreclosure timeline management.
- Partner monthly with Quality Assurance and Home Lending Control team to perform in depth analysis of operational processes, risks and controls to ensure operational effectiveness.
- Prepare performance reports and ensure production and quality metrics are being followed.
- Ability to handle confidential material in a professional, highly ethical manner.
- Providing performance feedback including performance reviews, corrective action, schedule adherence and training to staff.
Loan Verification Analyst 3
Wells Fargo Bank, N.A.
12.2014 - 08.2016
- Boosted team performance by providing training and support to new Loan Verification Analysts.
- Ensured a high level of data integrity in all verifications, using advanced research techniques to validate applicant information.
- Reduced processing errors with methodical attention to detail in all aspects of loan verification tasks.
- Maintained up-to-date knowledge of industry trends, regulations, and best practices for ongoing improvement in job performance.
- Cultivated a positive work environment through open communication channels among team members and management staff alike for improved collaboration efforts.
- Contributed to company growth through accurate risk assessment during the verification process.
- Increased overall productivity by consistently meeting or exceeding daily work targets and deadlines.
- Assisted in maintaining regulatory compliance through thorough documentation reviews and adherence to industry guidelines.
- Streamlined loan verification processes for increased efficiency and reduced turnaround times.
- Team lead of 10-23 loan verification analysts in the Bankruptcy Document Execution Department.
- Facilitate calibration calls with management discussing issues in the department.
- Responsible for pipeline management for 2nd level Peer Review
- Creates and submits daily reports to management on productivity and quality.
- Partners with multiple lines of business to ensure high levels of quality
- Analyze data in reports and identify gaps in procedures or training opportunities.
- Effectively trained, coached, and motivated team members to create a positive working environment.
- Leads and develops training classes for Bankruptcy Document Execution analysts.
- Through training and coaching helped bring team quality from 80% to 98%
Loan Verification Analyst 2
Wells Fargo Bank, N.A.
12.2011 - 12.2014
- Strengthened interdepartmental relationships by participating actively in cross-functional meetings focused on driving business improvements.
- Streamlined loan verification processes for increased efficiency and reduced turnaround times.
- Increased overall productivity by consistently meeting or exceeding daily work targets and deadlines.
- Supported continuous improvement initiatives related to data quality control measures in order to minimize discrepancies found within applicant information.
- Conducted third level review of bankruptcy affidavits prior to court filings, in order to ensure accuracy and mitigate risk to the company.
- Proven success in managing a pipeline and maintaining a high level of productions and quality.
- Validating post petition payments, fees and figures ensuring that they are in compliance with NSS guidelines
Education
Business Management
Ferris State University
Big Rapids, MISkills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Client Relationship Building
- Staff Training
- Cross-Functional Team Development
- Business growth and retention
- Business Development
Timeline
Lead Escalations Representative
Wells Fargo Bank, N.A.
09.2020 - Current
Loan Administration Manager
Wells Fargo Bank, N.A.
08.2016 - 08.2020
Loan Verification Analyst 3
Wells Fargo Bank, N.A.
12.2014 - 08.2016
Loan Verification Analyst 2
Wells Fargo Bank, N.A.
12.2011 - 12.2014
Business Management
Ferris State University