ANTWAN TAYLOR
Charlotte,NC
Summary
Detail-oriented banking operations professional specializing in customer resolution and complex escalations. Expertise includes complaint investigation, credit card servicing, and fraud research. Demonstrates strong skills in account activity analysis, legal documentation processing, and formal resolution preparation while ensuring compliance and service standards across various banking systems.
Overview
10
10
years of professional experience
Work History
Phone Banker I & II/ Banker Coach
Wells Fargo
Charlotte, North Carolina
11.2016 - 01.2019
- Assisting with structural training and development of new hires during on-the-job training. Providing consistent coaching and feedback to drive performance for graduation metrics. Assisting with floor support to ensure the floor is performing by responding to banker's questions and concerns with detailed information.
- Handle consumer financial inquiries efficiently with use of navigational computer systems while achieving quality assurance objectives. Look for every opportunity to introduce products and services to help our customers succeed financially. Resolving and troubleshooting escalated consumer concerns and/or complaints by clicking the resolve box in the account once the issue is resolved.
- Quickly answering high value customer inquiries in a friendly and courteous manner. WOW each customer by going out of the way to please them. Providing first call resolution, while following strict procedures that meet compliance guidelines all while working at a fast pace and paying close attention to detail and accuracy.
- Handle putting together the new hire packages with clear labels using Microsoft Office independently, proactively, and creatively while exercising sound judgment. Also sending out weekly emails to the team regarding what our week looks like as far as new hire activity. Effectively organize new hire files to be easily found by management for follow ups prior to a coaching session. Ability to interact with all levels of an organization with excellent verbal, written, and interpersonal communication skills. Onboard and support transition of new team members. Planning and coordinating the new hire graduations.
- Supported identification of customer and team member pain points. for the customers as well as pain points for our team members.
- Providing feedback to customer experience strategy consultants on what is and isn’t working in weekly meetings via conference calls.
Escalation Remediation 3 Legal Order Processing
Wells Fargo
Charlotte, North Carolina
01.2019 - 02.2022
- Reviewed levies and garnishments on customer and business accounts, educating customers on order amounts and providing contact information for resolution.
- Trained new team members virtually on systems 1 Sum for subpoena and summons cases, 1LLG for levies and legal garnishments, Alfresco for case escalation submissions, and Data transmission system for tech support resets and profile unlocks.
- Handle consumer financial inquiries efficiently with use of navigational computer systems while achieving quality assurance objectives. Assisting all branches of the US government and the justice system with summons and subpoena records. Ability to interact with all levels of an organization with excellent verbal, written, and interpersonal communication skills. Troubleshoot the secure document delivery site where the information is sent after the production is ready to be viewed by the requestor
Escalation Specialist/Banking Operations
Wells Fargo
Charlotte, North Carolina
02.2022 - 09.2026
- Facilitated escalated customer issues through thorough investigation., customer resolution, and legal operations support.
- Led detailed investigations into complex customer escalations involving billing disputes, fraud concerns, credit reporting, SCRA benefits, and account servicing.
- Investigated customer complaints through detailed analysis and cross-functional coordination to achieve timely resolutions.
- Resolved complex customer escalations involving billing disputes, fraud concerns, credit reporting, SCRA benefits, and account servicing.
- Delivered appropriate customer resolutions through review of account transactions, history, and case details.
- Reviewed customer accounts, transactions, and history to identify resolutions.
- Analyzed customer accounts, transactions, and history to determine appropriate case resolution.
- Evaluated credit reporting data and resolved customer concerns tied to credit bureau reporting.
- Applied knowledge of Experian, Equifax, TransUnion, and Innovis credit reporting data during case review.
- Worked with credit reporting data from Experian, Equifax, TransUnion, and Innovis.
- Supported escalations, customer resolution, and legal operations work.
- Prepared professional written resolution letters that documented research findings and final account outcomes.
- Drafted clear, professional resolution letters that shared research findings and final account outcomes.
- Processed sensitive legal documents, including subpoenas and other legal orders, in support of compliant case handling.
- Processed sensitive legal documents, including subpoenas and other legal orders, ensuring compliance with operational standards.
- Administered account restrictions and freezes related to legal orders in line with operational and compliance standards.
- Supported account restrictions and freezes tied to legal orders while following operational and compliance procedures.
- Used multiple banking, credit-reporting, and operational systems to research accounts, document findings, process work, and resolve complex cases.
- Used multiple banking, credit-reporting, and operational platforms to research accounts, document findings, process work, and resolve complex cases.
- Maintained accurate case records and documented actions with supporting research.
- Preserved accurate case records and supported actions with clear research documentation.
- Directed escalated complaint handling through thorough investigation and cross-functional coordination.
- Handled sensitive legal orders, subpoenas, and account restrictions with compliant processing and documentation.
- Closed complex cases by using banking, credit-reporting, and operational systems to research, document, and complete work accurately.
- Closed complex cases by using banking, credit-reporting, and operational systems to research, document, and complete work accurately.
Education
High School Diploma -
Edison Technical & Occupational Center
Rochester, NY06-1996
Some College (No Degree) - Business Administration and Management
Monroe Community College
Rochester, NYSkills
- Customer resolution
- Billing Dispute Resolution
- Fraud Prevention Techniques
- Credit Dispute Management
- Credit Bureau Research
- Credit Reporting Insights
- Credit Data Evaluation
- Consumer Reporting Analysis
- Legal processing
- Regulatory Compliance Support
- Regulatory research
- Escalation Management Techniques
- Account & Transaction Research
- Banking Systems Navigation
- Payment Processing Systems
- Operational Workflow Management
- Service Delivery Management
- Workflow Optimization Strategies
- Performance Metrics Analysis
- Data Analysis Tools
- Document Management Solutions
- Document Creation Tools
- Case Management Systems
- Incident Management Processes
- Email Communication Tools
- CCS DASH XPM First Data/FDR Hogan ECMP UW SVP VCS CIV 1LLG 1Sum Columbia SDD PEGA ICMP Experian Equifax TransUnion Innovis Microsoft Excel Word Outlook
- Executive Office Escalations
- Underwriting Processes
- Strategic Value Planning
- Vendor Coordination Strategies
- Client Interaction Techniques
- Credit Analysis Techniques
Personal Information
Title: BANKING OPERATIONS | ESCALATIONS | CUSTOMER RESOLUTION | LEGAL OPERATIONS
Timeline
Escalation Specialist/Banking Operations
Wells Fargo
02.2022 - 09.2026
Escalation Remediation 3 Legal Order Processing
Wells Fargo
01.2019 - 02.2022
Phone Banker I & II/ Banker Coach
Wells Fargo
11.2016 - 01.2019
High School Diploma -
Edison Technical & Occupational Center
Some College (No Degree) - Business Administration and Management
Monroe Community College