Amanda Lokkeberg
Sioux Falls,SD
Summary
Accomplished Quality Assurance Analyst with strong analytical thinking skills and high attention to detail, eagerness to expand knowledge while maintaining high integrity and commitment of standards at all times, and providing dedication to contributing to company success and continued growth.
Overview
11
11
years of professional experience
Work History
Quality Assurance Analyst
Wells Fargo
09.2020 - 10.2024
- Execute control tests to help maintain compliance, mitigate and manage risk, and bring awareness of any potential defects.
- Focused on identifying risks and procedural gaps with business controls within various credit products.
- Identify trending issues and investigate root cause analysis.
- Perform second level reviews on direct and indirect credit bureau disputes to ensure resolution accuracy and resolved within compliance with any applicable policy and procedures, but to also ensure any potential errors were identified by the Quality Control group and were documented and corrected.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Developed test scripts and methodologies within the risk and control environment.
- Lead and engage call calibrations with other lines of business to align procedures that are used and to suggest any updates to ensure consistency and clear understanding.
- Mentored and coached team members on QA topics, procedures and testing.
- Fostered culture of continuous improvement by regularly reviewing and updating QA methodologies to adapt to new challenges.
- Proficient in navigating multiple systems to conduct control testing.
Executive Office Research Analyst
Wells Fargo
04.2019 - 09.2020
- Assigned cases to research customer concerns and requests received through various channels via phone, social media, email, US postal mail and internal lines of business specializing in prime and retail credit cards, student loans, auto loans, and personal loan and lines.
- Engage any cross lines of business when applicable and created a partnership to come to a resolution for the customer.
- Assisted with deescalation phone calls
- Entrusted with additional tasks and assignments, taking the lead in several special projects in addition to my monthly assigned workload.
- Assisted with training and coaching new hires and lead refresher courses on executing various procedures to maintain compliance.
- Responsible for taking the lead of reviewing all communications involving policy and procedural changes and communicating them with the department to ensure team members are aware to implement any changes to ensure compliance.
Financial Relationship Specialist
Wells Fargo
12.2014 - 04.2019
- Connected with new customers to discuss their financial goals and suggest the product or service that would best fit their needs.
- Processed various credit and deposit applications to establish loans and deposit accounts for customers.
- Maintained up to date knowledge of industry regulations, ensuring compliance in all transactions and interactions.
- Fostered strong relationship with clients within my book of business to ensure financial needs continue to be met.
- Served as a trainer for new hires as well as a quality assurance coach.
- Maintained strong quality assurance stats being in the top 10% of high performers company wide.
- Provided strong customer service skills holding a position in the top 10% of customer satisfactory survey results company wide.
- Served as a selected committee member that met monthly with senior leadership to discuss any important topics that needed to be communicated with teams.
Customer Care Specialist
Capital One
11.2013 - 12.2014
- Received inbound calls from credit card customers and other lines of business that needed assistance with various maintenance on accounts, including processing payments and special requests.
- Verified accuracy of customer account information and updated when applicable.
- Assisted with deescalation phone calls, and took ownership of customer issues to follow through with providing a resolution.
- Initiated open ended conversations with customers to ensure that their financial needs are still being met with their current credit product, and when applicable suggest other cards that may be a better fit.
Education
High School Diploma -
Washington High School
Sioux Falls SDSkills
- Critical thinking skills
- High level attention to detail
- Collaboration and communication
- Analytical
- Quality Assurance controls
- Test scripts and methodologies
Timeline
Quality Assurance Analyst
Wells Fargo
09.2020 - 10.2024
Executive Office Research Analyst
Wells Fargo
04.2019 - 09.2020
Financial Relationship Specialist
Wells Fargo
12.2014 - 04.2019
Customer Care Specialist
Capital One
11.2013 - 12.2014
High School Diploma -
Washington High School