Summary
Overview
Work History
Education
Skills
Accomplishments
Iowa High School Football Hall of Fame & 16 Inch Softball Hall of Fame
Timeline
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Brian Preston

Senior Escalations Representative
Des Moines,IA

Summary

Highly accomplished, versatile, & innovative professional offering more than 25 years of strong leadership, management, finance, customer service, & team building expertise looking for a challenging and rewarding career. Service-focused Senior Escalations Representative bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Overview

27
27
years of professional experience

Work History

Senior Escalations Representative

Wells Fargo Home Mortgage
West Des Moines, IA
11.2015 - Current
  • Manage multiple mailboxes as intake function for defensive litigation matters including small claims, subpoenas, home equity defensive litigation, and affidavits. Up to 100 emails per day always stating within Corporate Policy Guidelines
  • Assign work accordingly to analyst while staying within company guidelines
  • Provide legal team payment histories and doc custodian files and other various services that may be needed
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Loan Verification Analyst III

Wells Fargo
12.2014 - 11.2015
  • Reviewing and signing affidavits for Wells Fargo legal counsel to present in all cases both defensive and non-defensive
  • Work intake email box and assigning all affidavits to staff based on type of affidavit or legal document presented
  • Processed approximately 60 email request per day
  • Calculate judgment figures manually for legal counsel to present in court of law to show exact amount of money owed on any given mortgage
  • Prepared variety of different written communications, reports and documents.
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Participated in team-building activities to enhance working relationships

Negotiator

Wells Fargo
09.2013 - 12.2014
  • Analyzing short sale offer documents including contracts, HUD’s, listing agreements, and other real estate forms
  • Responsible for reviewing and analyzing assets and debts from pay stubs, tax returns, W2 forms, profit and loss statements, bank statements, and credit bureau data
  • Review of appraisals and determine if current offer is valid and value is appropriate
  • Analyze potential losses, risk, and approving or declining short sale offers to bank while minimizing loss and maximizing savings over alternative foreclosure options
  • Responsible for interpreting, following, and communicating private investor and mortgage insurers guidelines
  • Supporting business practices, processes, and policies and evaluating these for potential operational risks and gaps

Loan Adjustor Specialist I

Wells Fargo
10.2011 - 12.2012
  • Processing short sales in high volume area while staying in compliance and being able to work with real estate agents and understanding processes and documents of real estate transactions, staying within OCC guidelines
  • Processed approximately 75 loan applications per day
  • Extensive knowledge of short sales both inside and outside of equator
  • Worked both traditional short sales and HAFA (home affordable foreclosure alternative) short sales
  • Always above target goals and quality assurance goals
  • Worked several special projects including setting up HAFA files into equator
  • Monitored pipelines to track and log status of loans.
  • Prepared variety of different written communications, reports and documents.

Insurance Sales Agent

Combined Insurance
West Des Moines, IA
03.2011 - 10.2011
  • Developed weekly plan to meet company sales goals
  • Made cold calls into professional atmospheres
  • Helped customers understand and file claims
  • Handled approximately 150 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage

Dealer Finance Manager

Community Choice Credit Union
Des Moines, IA
09.2003 - 11.2010
  • Created indirect lending department through development of business with automobile dealerships
  • Recruited and hired staff of five outside sales representatives, monitoring of staff performance to achieve increased efficiencies
  • Oversaw processing department, this department was responsible for processing all loans and dealing directly with customers once loans were funded
  • Established over 60 business relationships with local automobile dealers within first year
  • Developed relationships valued at 40 million dollars every year while ensuring delinquency rate below credit union guideline
  • Evaluated indirect lending program to track progress, identify opportunities and maximize efficiency
  • Branch Manager every other weekend in charge of 15 plus employees, and overall management of branch
  • Drove profit increases through market research and strategic asset management to meet dynamic industry conditions.

Senior Loan Officer

10.1997 - 09.2003
  • Promoted, cross-sold, and underwrote full line of retail products and services
  • Developed full relationship with clients, and their bankers, by striving to meet clients' financial needs in their entirety
  • Maintained knowledge of audit procedures, legal requirements/regulations, and operated within these guidelines
  • Mentor junior loan officers on loan processes and helping them achieve their personal goals
  • Managed staff of 20 employees upon absence of Vice President
  • Examined customer loan applications for loan approvals and denials
  • Advised clients on mortgage, education and personal loans

Lead Recovery Specialist

Brenton Bank
Des Moines, IA
03.1996 - 10.1997
  • Responsible for recovery of all unpaid loan monies
  • Processed bankruptcy claims and repossession of vehicles
  • Provided effective leadership and training to staff
  • Analyzed procedural issues and ensured that practices that resolved issues were put in place

Collection Officer

Norwest Bank Iowa
Des Moines, IA
10.1994 - 03.1996
  • Responded to questions and complaints from customers
  • Collected on delinquent accounts
  • Appointed peer trainer for new employees

Lenox
Marshalltown, IA
05.1994 - 10.1994
  • Checking outside units for air leaks

Education

Associate of Arts - Business

Ellsworth Community College

Skills

Service recommendations

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Accomplishments

  • Collaborated with team of California employees in the development of Lien Release Project.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Iowa High School Football Hall of Fame & 16 Inch Softball Hall of Fame

Was inducted into the Iowa High School Football Hall of Fame in 2004 and then was inducted into the Iowa 16 Inch Softball Hall of Fame in 2021.

Timeline

Senior Escalations Representative

Wells Fargo Home Mortgage
11.2015 - Current

Loan Verification Analyst III

Wells Fargo
12.2014 - 11.2015

Negotiator

Wells Fargo
09.2013 - 12.2014

Loan Adjustor Specialist I

Wells Fargo
10.2011 - 12.2012

Insurance Sales Agent

Combined Insurance
03.2011 - 10.2011

Dealer Finance Manager

Community Choice Credit Union
09.2003 - 11.2010

Senior Loan Officer

10.1997 - 09.2003

Lead Recovery Specialist

Brenton Bank
03.1996 - 10.1997

Collection Officer

Norwest Bank Iowa
10.1994 - 03.1996

Lenox
05.1994 - 10.1994

Associate of Arts - Business

Ellsworth Community College

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Brian PrestonSenior Escalations Representative