Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
CARY MAYES
Open To Work

CARY MAYES

Clayton,NC

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Business Accountability Specialist, Internal Program OversightCSC Refi Team SupervisorBankruptcy Customer Service SupervisorBankruptcy Specialist 2Bankruptcy Specialist 1

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Clayton, NC, USRaleigh, NC
Open to relocation: Yes

Salary Range

$70000/yr - $200000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPaid time off401k matchPersonal development programs

Summary

Business accountability specialist with extensive experience at Wells Fargo, excelling in risk and control self-assessments and quality assurance testing. Demonstrated success in process improvement and team leadership, driving compliance and enhancing operational efficiency. Skilled in stakeholder collaboration and policy development, ensuring superior outcomes in complex environments.

Overview

17
17
years of professional experience

Work History

Business Accountability Specialist, Internal Program Oversight

Wells Fargo
Raleigh, NC
12.2019 - Current
  • Conducted comprehensive risk and control self-assessments as integral member of facilitation support team.
  • Documented meeting minutes and tracked action items for timely resolution.
  • Performed data entry and drafted controls in ServiceNow, adhering to FRASA principles.
  • Executed post-execution reviews on quality assurance tests for auto lending processes, identifying and addressing gaps.
  • Partnered with lines of business to investigate and resolve testing disputes.
  • Managed account error corrections from initiation to closure, ensuring full acknowledgment.
  • Recommended updates to scripts and samples to enhance testing accuracy.
  • Contributed to transition of data-driven monitoring from program office to internal oversight.

CSC Refi Team Supervisor

Wells Fargo
07.2018 - 11.2019
  • Oversaw team performance, coaching members on compliance standards and customer service excellence.
  • Conducted daily quality reviews of calls and applications, delivering targeted feedback to enhance outcomes.
  • Collaborated with funding and DMV teams to ensure adherence to state and federal regulations.

Bankruptcy Customer Service Supervisor

Wells Fargo
05.2016 - 11.2019
  • Authored and reviewed policies and procedures to ensure operational consistency.
  • Audited agent phone interactions and conducted quality assurance training.
  • Collaborated with NRC bankruptcy department to resolve complex cases efficiently.
  • Supported customers navigating bankruptcy while preserving account integrity in auto lending.

Bankruptcy Specialist 2

Wells Fargo
03.2016 - 05.2016
  • Prepared and filed court documents, including Motions for Relief and declarations
  • Assisted in onboarding and training new team members
  • Auto/Consumer Lending Division

Bankruptcy Specialist 1

Wells Fargo
04.2014 - 03.2016
  • Managed chapter 13 backend processes to ensure policy and procedural compliance.
  • Liaised with trustees and attorneys regarding account statuses, objections, and motions.
  • Provided frontline support to bankruptcy call teams while assisting customers with payments.

Customer Service Representative

Wells Fargo
10.2012 - 04.2014
  • Provided high-quality customer assistance for auto loan inquiries and account management.
  • Supported auto lending operations by addressing customer needs efficiently.
  • Facilitated resolution of account management issues to enhance customer satisfaction.

Studio Manager & Photographer

Portrait Innovations
06.2009 - 10.2012
  • Managed store operations, budget, sales goals, employee scheduling, and training
  • Drove volume growth through effective leadership and customer-focused service

Education

Bachelor of Science - Mass Media

Bob Jones University
Greenville, SC
05-1999

Skills

  • Risk & Control Self-Assessment (RCSA)
  • Post Execution Review (PER)
  • Quality Assurance (QA) Testing & Auditing
  • Regulatory Compliance (State & Federal)
  • Bankruptcy Procedures
  • Dispute & Account Error Resolution (AEC)
  • Process Improvement
  • Data Entry (ServiceNow/SNOW)
  • Team Leadership
  • Coaching
  • Training
  • Policy & Procedure Development
  • Stakeholder Collaboration
  • SharePoint
  • Microsoft Office Tools

Timeline

Business Accountability Specialist, Internal Program Oversight

Wells Fargo
12.2019 - Current

CSC Refi Team Supervisor

Wells Fargo
07.2018 - 11.2019

Bankruptcy Customer Service Supervisor

Wells Fargo
05.2016 - 11.2019

Bankruptcy Specialist 2

Wells Fargo
03.2016 - 05.2016

Bankruptcy Specialist 1

Wells Fargo
04.2014 - 03.2016

Customer Service Representative

Wells Fargo
10.2012 - 04.2014

Studio Manager & Photographer

Portrait Innovations
06.2009 - 10.2012

Bachelor of Science - Mass Media

Bob Jones University

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CARY MAYES