Claudia Conver
Overview
7
7
years of professional experience
Work History
ACCOUNT SPECIALIST
PEAK CREDIT UNION
09.2025 - Current
- Managed outbound and inbound member calls regarding delinquent and overdrawn accounts; arranged payments within policy guidelines.
- Contacted members via phone, email, and mail to resolve past-due loans, credit cards, and accounts; established repayment schedules and secured payments.
- Applied knowledge of bankruptcy, CPI, credit reporting, GAP, MBI, debt protection, repossessions, ACH setup, and account maintenance to effectively resolve member issues.
- Reviewed and prepared negative shares reports for charge-off; recommended accounts for repossession or charge-off and submitted files for management approval.
- Conducted recovery efforts on charged-off accounts; unlocked dormant accounts and managed delinquent account queues.
- Provided guidance and training to teammates and branch staff, waived fees within authorization limits.
MEMBER SERVICE SPECIALIST
NORTHWEST COMMUNITY CREDIT UNION
03.2025 - 09.2025
- Managed member traffic flow with urgency to minimize wait times and ensure efficient service.
- Identified, referred, and originated credit union products and services to meet member needs.
- Accurately processed financial transactions including deposits, withdrawals, transfers, loan payments, wires, and checks.
- Maintained transaction records and ensured compliance with credit union policies.
- Balanced cash drawers, vault, and dispensers; assisted management with certifications and key assignments.
- Responded to and resolved member inquiries, concerns, and complaints, escalating when necessary.
- Documented detailed notes on member interactions and complex transactions to support communication and service continuity.
SENIOR ESCALATIONS REPRESENTATIVE
WELLS FARGO
11.2020 - 10.2023
- Supported less experienced staff in resolving client inquiries and complaints; provided subject matter expertise and procedural guidance.
- Determined appropriate courses of action and conducted investigative steps to fully identify and resolve customer issues.
- Managed daily schedules and work direction for the team; assisted in setting performance standards.
- Recommended process and policy improvements to enhance customer satisfaction and efficiency.
- Responded independently to high-level escalated complaints and ensured timely resolution.
- Interacted with internal and external customers to resolve complex issues.
- Collaborated with the Escalations team to supervise day-to-day support activities.
ACCOUNTS RESOLUTION ASSOCIATE
WELLS FARGO
08.2019 - 11.2020
- Leverage advanced expertise Apply deep knowledge of company products, services, policies, procedures, and account resolution systems when communicating with delinquent customers.
- Enhance customer experience seek opportunities to improve service quality while negotiating repayment terms on specialized outstanding account balances.
- Evaluate and resolve perform moderately complex customer support tasks by assessing customer situations and providing relevant solutions.
- Escalating complex issues refer to more challenging cases for senior Account Resolution Specialists for further handling.
- Collaborate with supervisors, receive directions on priorities and escalate non-routine questions to more experienced team members.
- Engage across teams interact with immediate colleagues, the broader Account Resolution functional area, and both internal and external customers to share information and resolve issues.
Timeline
ACCOUNT SPECIALIST
PEAK CREDIT UNION
09.2025 - Current
MEMBER SERVICE SPECIALIST
NORTHWEST COMMUNITY CREDIT UNION
03.2025 - 09.2025
SENIOR ESCALATIONS REPRESENTATIVE
WELLS FARGO
11.2020 - 10.2023
ACCOUNTS RESOLUTION ASSOCIATE
WELLS FARGO
08.2019 - 11.2020