Brett Levene
7728 W Ione St., Sioux Falls,South Dakota
Overview
27
27
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo
Sioux Falls, SD
07.2009 - 08.2024
- Worked to resolve credit cards, and personal loans line of credit with a high degree of empathy. Spoke with the "person able to discuss" , attorney or executor, for customers that have passed away.
- Collected, skip traced and serviced private student loans through my own list as well as group dialer. This included calls, setoffs, sending correspondence, offering programs such as settlements, or establishing monthly payments.
- Resolved, serviced and maintained due diligence for federal student loans. This was done through the many government programs offered or collected on the balance.
- Maintained a high level of quality assurance, for internal and external monitoring, including FDCPA, SCRA laws.
- Delivered exceptional customer service and maintained calm and professional demeanor during collection calls as well as took escalation calls.
- Documented in depth all actions performed and interactions with customers.
- Demonstrated good time management skills, dealing with due diligence, call backs, different time zones, etc.
- Participated in the mentor program to train and give direction to new hires.
- Was chosen to be a fill in lead rep, also assisted in manual duties, including sending letters, calling foreign accounts, mailing letters, returning voicemails, and taking escalation calls.
Senior Collector, Customer Assistant Team(CAT)
HSBC Bank
Sioux Falls, SD
01.1998 - 07.2009
- Chosen to work in a specialized area taking escalation calls, and calls from other representatives not able to secure arrangements.
- Worked my own group of accounts and help customers to avoid charge off at the end of the month.
- Collected on all levels of delinquency of credit cards.
- Developed high levels of knowledge on settlements, hardships and other programs to help customers solve their delinquent accounts.
Skills
- Twenty years of call center customer contact experience in financial services
- Knowledge of several Wells Fargo products and systems, from working in different departments
- Able to deliver exceptional customer service and de-escalation skills when dealing with customer needs
- Showed a very high level of empathy in most recent role
- Achieved a high level of quality in the ever changing world of financial services
- Ability to maintain a positive attitude with all the recent changes within the Sioux Falls Wells Fargo site
OBJECTIVE
To secure a position of Senior Escalations Representative for Wells Fargo, with the use of my many years of experience and dedication.
Timeline
Senior Account Resolution Specialist
Wells Fargo
07.2009 - 08.2024
Senior Collector, Customer Assistant Team(CAT)
HSBC Bank
01.1998 - 07.2009