Christopher Medina
Sioux Falls,SD
Summary
Dynamic professional with over 15 years in customer service and financial services, excelling at Wells Fargo. Proven track record in risk management and analytical problem-solving, achieving the highest closure rates. Strong leadership and training skills, adept at enhancing processes and improving customer satisfaction through effective communication and strategic decision-making.
Overview
17
17
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo
11.2020 - Current
- Supported internal and external customers with inquiries and complaints regarding financial products and services.
- Determined appropriate course of action and conducted investigative steps to full identify customer issues. Reviewed complaints regarding UDAAP, ADA, Elder Abuse, Regulation E and additional regulations.
- Performed complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team.
- Assisted in setting performance standards, and recommended process or policy improvements to enhance customer satisfaction.
- Provided subject matter expertise and interpretation of procedures to less experienced individuals.
- Responded independently to complaints escalated at the highest level.
Financial Crimes Specialist 3
Wells Fargo
01.2013 - 11.2020
- Supported fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risk through effective authentication of customers in order to detect and prevent fraudulent activity. Identified BSA, AML/CFT and OFAC risks.
- Performed complex customer support tasks by utilizing inbound and outbound communication, verbal and written, skills to establish rapport with customers and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim.
- Overseen multiple claim types, took appropriate action to decision the case using multiple systems and applications and contacted third parties for research as needed.
- Supported team performance by identifying gaps in bank processes, procedures, customer, or colleague decisions.
- Provided subject matter knowledge and interpretation of procedures to less experienced staff.
Customer Service Manager
Alorica
03.2009 - 11.2012
- Supervised Customer Service Representatives in internal and external customer inquiries, complaints, disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service.
- Identified opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service.
- Made daily supervisory and tactical decisions and resolved issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures.
- Collaborated and consulted with internal partners, relationship managers, and colleagues to ensure customer satisfaction.
- Managed allocation of people and financial resources for customer service.
Skills
- 15 years Customer Service
- 12 years of Financial Services
- 12 years of Analytical experience
- 12 years of Risk Management
- 6 years of Leadership
- 10 years of Training experience
Timeline
Senior Escalations Representative
Wells Fargo
11.2020 - Current
Financial Crimes Specialist 3
Wells Fargo
01.2013 - 11.2020
Customer Service Manager
Alorica
03.2009 - 11.2012