Dena Tegeler
Ankeny,IA
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
17
17
years of professional experience
Work History
Escalations Representative II
Wells Fargo
04.2019 - Current
- Support internal and external customers with inquiries and complaints regarding consumer checking and savings products.
- Provide tailored resolution to complainant via telephone, written letter or e-mail correspondence with details of case findings and actions taken to resolve their concern.
- Handled customer complaints quickly and professionally within established timeframe to restore customer confidence and prevent loss of business.
- Research each complaint to resolve client issues and review complaint for non-regulatory and regulatory flags and classify risk appropriately in system of record.
- Maintained 100% resolution accuracy for the past six months.
Mortgage Claims Analyst II
Wells Fargo
05.2017 - 04.2019
- Responsible for research, analysis and calculation of complex FHA mortgage claims.
- Exercised independent judgment along with business line procedures to ensure compliance with investor guidelines, company policies and state/federal regulations.
- Completed regular follow up with internal departments, foreclosure attorneys and third property maintenance vendors via email and phone communication to obtain missing documentation for each mortgage file.
Research/Remediation Analyst 1
Wells Fargo
04.2014 - 05.2017
- Reconciled and reviewed third party vendor invoices to ensure worked billed was completed properly and with in the allowable investor amount.
- Collaborated with peer to maintain a 24 hour service level agreement for all incoming complaints to the department email in box to assign out work to correct team.
- Trained new team members in processes and procedures to complete daily work, answered questions and served as a mentor during the onboarding process.
- Recognized for service excellence as part of four person team for our collaborative work which led to a 20% reduction in code violations for the 2nd quarter at our New Jersey properties.
Loan Document Specialist III
Wells Fargo
08.2012 - 04.2014
- Analyzed required loan refinance documents for quality and completeness company and investor guidelines.
- Responsible for communication and coordination with title and insurance companies to obtain updated loan documents.
- Established professional partnerships with sales and underwriting teams to increase efficiencies with completed file submission.
- Nominated by management team as Quality Captain for our team.
- Awarded as June 2012 Divisional team member.
Community Prevention Educator
Pathways Behavioral Services
08.2010 - 06.2012
- Co-taught monthly in-person 12 hour Prime for Life class for adults mandated to take the states Driving Under the Influence course.
- Taught Youth Diversion program for youth up to age 17 who received a minor in possession ticket.
- Coordinated 2 Tobacco Free Community Partnership grants which included maintaining the grant budgets, tracked in kind-hours and all grant goals and outcome provided quarterly to the state.
- Built partnerships with community organizations to expand reach and impact.
- Participated in community outreach activities to Provided tobacco cessation, alcohol and drug prevention materials, programming for schools, churches, and community agencies in assigned counties.
AmeriCorp Recreation and Volunteer Coordinator
Luthern Services of Iowa
11.2007 - 11.2009
- Planned recreational activities and events for youth residing in a residential group home.
- Solicited local business for donations such as gift cards, products or experiences to be awarded to youth.
- Organized and planned quarterly speaker events which focused on brain and body health including Miss Iowa 2007, local collegiate athletes and local artists.
- Recruited and trained collegiate volunteers on volunteer program goals and objectives.
- Managed volunteer calendar and verified coverage of key roles during volunteer unavailability.
Education
Bachelor of Arts - Family Services
University of Northern Iowa
Cedar Falls, IA08.2007
Skills
- Customer Support
- Problem-solving abilities
- Community Outreach
- Case Management
- Cross-Functional Teamwork
Timeline
Escalations Representative II
Wells Fargo
04.2019 - Current
Mortgage Claims Analyst II
Wells Fargo
05.2017 - 04.2019
Research/Remediation Analyst 1
Wells Fargo
04.2014 - 05.2017
Loan Document Specialist III
Wells Fargo
08.2012 - 04.2014
Community Prevention Educator
Pathways Behavioral Services
08.2010 - 06.2012
AmeriCorp Recreation and Volunteer Coordinator
Luthern Services of Iowa
11.2007 - 11.2009
Bachelor of Arts - Family Services
University of Northern Iowa
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