Summary
Overview
Work History
Education
Skills
Timeline
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BRITTANY J. BOUGHER-XAM

West Des Moines,IA

Summary

Accurate and dedicated Document Specialist evaluates financial documentation and promotes positive client interactions. Over 5 years in document processing and over a decade of customer service. Works exceptionally well in fast-paced environments driven by tight deadlines. Employs critical eye toward document details and customer information to avoid errors and promote efficiency. Offers excellent problem-solving, conflict resolution and communication abilities.

Overview

17
17
years of professional experience

Work History

Document Processing Specialist

Innovation Refunds
08.2022 - 10.2023
  • Collecting and checking completeness of tax and payroll documents to identify deficiencies and recommend corrective actions for small to medium- size business seeking ERC.
  • Collaborating with tax professionals to insure we are following the IRS guidlines
  • Maintained high quality while exceeding production goal
  • Providing customer excellence
  • Hand selected to join the product team to test developing software for the department and providing feedback with solutions

Home Loan Processor

WELLS FARGO
01.2021 - 07.2022
  • Manage a pipeline of home load application from assignment to completion
  • Strong collaboration and partnering skills with underwriting
  • Strong understanding of the companies policies and the federal regulations as it pertains to home lendding
  • Ability to work independently
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
  • Strong telephone etiquette skills
  • Ability to organize and manage multiple priorities
  • Knowledge and understanding of Anti Money Laundering

Account Resolution Specialist

WELLS FARGO
07.2019 - 02.2021
  • Assisting customer on charge-off accounts with a high attention to detail and accuracy
  • Negotiating repayment plans and setting up automatic payments
  • Strong telephone etiquette skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to work independently
  • Ability to develop and negotiate solutions to issues with partners or clients including escalations as needed
  • Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss


Home Preservation Specialist

WELLS FARGO
11.2016 - 07.2019
  • Managing cases of customers in hardships thought the loan modification program, such as HAMP and HARP
  • Manage a pipeline of work from assignment to completion independently
  • Being a customer avocate and handling their case with empathy and care
  • Collaborating with underwriting to insure policies and regulations are followed
  • Explaining term details of approvals and collecting monthly payments
  • Strong analytical skills with high attention to detail and accuracy
  • Provide coaching and feedback to team members to improve responses and guidance on proper research and data tracking
  • Experience working with management to identify problems and improve processes
  • Working with other departments to resolve issues
  • Researches and provides guidance to resolve the most complex escalated inquiries and issues
  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving escalated and complex customer issues
  • Strong understanding of Far Debt Collection Practices Act

Clerk

QuikTrip
05.2006 - 07.2018
  • Replenished products on shelf, rotated products and confirmed adherence to code dating procedures
  • Handled cash using mental math with high accuracy and took care to check bills for fraud
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships
  • Completed physical inventory counts each week
  • Organizing backstock with boxes up to 50lbs.

Retail Collector

WELLS FARGO
04.2015 - 11.2016
  • Using a dial system and manual system to reach out to customers on their delinquent retail credit cards.
  • Negotiating payment arrangements on accounts that are less than 3 months pass due
  • Responsible for the engagement of team members and department moral
  • Ability to incorporate and complete additional tasks and special projects as needed while maintaining normal duties and qualities
  • Ability to navigate multiple computer systems
  • Experience in assisting team members with policy/procedure
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere Experience resolving and working through escalated and complex customer issues
  • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving escalated and complex customer issues
  • Ability to work effectively in a call center environment

Education

High School Diploma -

North High School
Des Moines, IA
03.2008

Skills

  • Data Accuracy
  • Regulatory Compliance
  • Relationship Building
  • Call Center Operations
  • Empathy training
  • Documentation and Reporting
  • Interviewing Skills
  • Written and Verbal Communication
  • Client Advocacy

Timeline

Document Processing Specialist

Innovation Refunds
08.2022 - 10.2023

Home Loan Processor

WELLS FARGO
01.2021 - 07.2022

Account Resolution Specialist

WELLS FARGO
07.2019 - 02.2021

Home Preservation Specialist

WELLS FARGO
11.2016 - 07.2019

Retail Collector

WELLS FARGO
04.2015 - 11.2016

Clerk

QuikTrip
05.2006 - 07.2018

High School Diploma -

North High School

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BRITTANY J. BOUGHER-XAM