Debra Hinrichs
North,MN
Summary
Results-driven Escalated Complaints Specialist with proven skills in complaint resolution and de-escalation techniques. Expertise in active listening and task prioritization enhances customer satisfaction.
Overview
16
16
years of professional experience
Work History
Escalated Complaints Specialist
Wells Fargo Bank
1801 Parkview Dr, Shoreview, Mn 55110
07.2019 - 03.2026
- Resolved escalated customer complaints through effective communication and problem-solving strategies.
- Analyzed complex issues to identify root causes and implement corrective actions.
- Collaborated with cross-functional teams to enhance customer satisfaction and service deliver.
- Collaborated with cross-functional teams to enhance customer satisfaction and service delivery.
Collections Agent
Wells Fargo Home Mortage
Minneapolis, MN
09.2012 - 07.2019
- Negotiated payment plans to assist clients in managing mortgage delinquencies.
- Educated customers on loan terms and repayment options to enhance understanding.
- Resolved customer inquiries and disputes efficiently, ensuring satisfaction and compliance.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Responded to customer inquiries and provided detailed account information.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
Liquidations Representative
Wells Fargo Home Mortgage
Minneapolis, MN
12.2009 - 09.2012
- Managed customer inquiries, providing accurate information on mortgage options and processes.
- Facilitated loan applications by coordinating documentation and ensuring compliance with underwriting standards.
- Developed strong relationships with clients, fostering trust and enhancing satisfaction throughout the mortgage process.
- Streamlined workflow by implementing efficient tracking systems for loan processing stages, reducing turnaround times.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Associate of Science - Nursing
Lakewood Community College
White Bear Lake, MN06-1992
Skills
- Customer service
- Problem-solving skills
- Computer skills
- Active listening
- Task prioritization
- Information gathering
- Complaint resolution
- De-escalation techniques
- Written communication
- Office equipment proficiency
- Cultural sensitivity
- Refunds processing
Timeline
Escalated Complaints Specialist
Wells Fargo Bank
07.2019 - 03.2026
Collections Agent
Wells Fargo Home Mortage
09.2012 - 07.2019
Liquidations Representative
Wells Fargo Home Mortgage
12.2009 - 09.2012
Associate of Science - Nursing
Lakewood Community College