CHRISTOPHER A. MULLEN
Chandler,AZ
Summary
Summary and Objective:
Experienced in management and customer service friendly with great knowledge in a loan, business and banking environment. Previously owned and managed a customer service center of 20 employees and currently a Wells Fargo certified mentor and training specialist. Looking for the opportunity to expand on prior experience and demonstrated skill set in a new and challenging environment. _______________________________________________________________________________________________
Overview
2
2
Certifications
20
20
years of professional experience
Work History
Loss Recovery, Loan Adjustment Supervisor
Wells Fargo
Phoenix, Arizona
12.2014 - 10.2018
- Managed multiple teams under Loss Recoveries that include, Bankruptcy/Deceased, business charged off loans and Settlement Letter Programs.
- Generated and reported metrics on individual and call center performance in order to meet stated business goals Handled Escalations, customer concerns and partnered with multiple groups in Wells Fargo to give the customer the best experience.
- Hired, Coached and developed team members to succeed, grow and develop their skills.
- Delivered reviews, Incentive structures and delivered monthly one on one meeting to insure the upmost communication between management and employees.
- Facilitated Training, coaching and systems for expansion site in Philippines, Manila.
- Traveled for three weeks to complete project.
Loss Recovery Loan Adjustor
Wells Fargo
Phoenix, Arizona
03.2013 - 11.2014
- Managed a portfolio of bankruptcy/deceased recovery business accounts.
- Trained on bankruptcy laws, probate and claim filings.
- Worked with Attorney’s to resolve debts owed to Wells Fargo and settlements with Wells Fargo’s best interests.
- Partnered with SBA to resolve some of our Small Business Advantage loans that have defaulted.
- Representative for the last four years and current member of the Annual Celebration Committee.
Correspondence (Business Banker/RCBO) (Work Director)
Phoenix, Arizona
09.2008 - 02.2013
- Constant customer/banker interface in order to support the needs and provide service solutions to a global customer/banker base for Wholesale and Business Banking accounts.
- Managed a high volume of phone, email, and fax inquiries with minimum supervision requiring sound judgment, and professionalism under pressure Trained and helped evaluate new team members within the fulfillment desk.
- Collaborated effectively with internal Wells Fargo resources in order to provide the best possible customer solutions.
SBA Loan Specialist/Resolution Team
Wells Fargo
Phoenix, Arizona
09.2007 - 09.2008
- Responsible for performing a variety of loan documentation duties on complex loan packages and escalations to ensure proper resolution and follow compliance.
- Functions included processing, closing and compliance for loan products; interpreting policies while analyzing applicant, property and documentation; ordering all required verifications, documentation and subsequent follow-ups Maintain effective relationships with Wholesale bankers assisting them in a variety of Business Direct issues and products.
Fraud Specialist
Wells Fargo
Phoenix, Arizona
03.2006 - 09.2007
- Identified, researched and analyzed possible fraudulent activities on customers’ accounts Worked closely with loss prevention, fraud analysts and investigators to explore possible fraud activity and stay abreast of fraud trends Responsible for verifying account activity by communicating with customers over the phone.
Partner/General Manager
BMBC
Mesa, Arizona
01.1998 - 10.2005
- Owned and operated an outbound call center of 20 employees Hired, developed and coached employees in order to service customers’ needs and sell credit card services Generated and reported metrics on individual and call center performance in order to meet stated business goals.
Skills
Proficiency in Word, WordPerfect, Excel, PowerPoint, and Outlookundefined
Certification
I am also a Certified Mentor at Wells Fargo Bank
Timeline
Loss Recovery, Loan Adjustment Supervisor
Wells Fargo
12.2014 - 10.2018
Loss Recovery Loan Adjustor
Wells Fargo
03.2013 - 11.2014
Correspondence (Business Banker/RCBO) (Work Director)
09.2008 - 02.2013
SBA Loan Specialist/Resolution Team
Wells Fargo
09.2007 - 09.2008
Fraud Specialist
Wells Fargo
03.2006 - 09.2007
Partner/General Manager
BMBC
01.1998 - 10.2005
I completed the Emerging Leaders program with Wells Fargo 09/1/16 through 07/1/17
I am also a Certified Mentor at Wells Fargo Bank
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