Emily Stiffler
Battle Ground
Summary
Dynamic and results-driven professional with extensive experience at Wells Fargo, excelling in claims investigation and fraud detection. Proven ability to enhance operational efficiency through effective team collaboration and critical thinking. Recognized for minimizing financial losses and training staff, while maintaining compliance and delivering exceptional customer service.
Overview
22
22
years of professional experience
Work History
Lead Fraud and Claims Representative/Quality Assurance
Wells Fargo
10.2021 - 10.2025
- Reviewed and analyzed claims documentation for completeness and accuracy before final approval.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Trained new claims representatives
Fraud Specialst
Wells Fargo
02.2011 - 10.2021
- Analyzed transaction patterns to identify potential fraudulent activities and mitigate risks.
- Collaborated with cross-functional teams to enhance fraud detection strategies and improve operational efficiency.
- Conducted investigations into suspicious account activity
- Mentored junior staff in best practices for reviewing transactional items
- Review accounts sent to closure for fraud for accuracy and valid reasons
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Collector
Wells Fargo
02.2006 - 02.2011
- Managed inbound and outbound collections calls to resolve customer accounts effectively.
- Utilized collection software to track payments and manage account statuses.
- Assisted customers in understanding payment options and resolving disputes promptly.
- Collaborated with team members to develop strategies for improving collection efficiency.
- Analyzed account histories to identify patterns and recommend tailored solutions for clients.
- Enhanced communication processes to improve customer satisfaction during collection efforts.
- Mentored junior staff on best practices in compliance and effective collection techniques.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Trained new team members on scripts, company services, and collection strategies.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
- Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
Assistant Manager
Famous Footwear
02.2004 - 02.2006
- Assisted in managing daily store operations to ensure exceptional customer service and satisfaction.
- Coordinated staff schedules to optimize coverage and enhance productivity during peak hours.
- Trained new team members on product knowledge and sales techniques for improved performance.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience..
- Monitored cash intake and deposit records
- Offered hands-on assistance to customers
- Assisting with inventory counts
- Training new staff
- Providing exceptional customer service.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
High School Diploma - General Studies
Hudson's Bay
Vancouver, WA06.2002
Skills
- Microsoft office
- Claims investigation
- Time management
- Team collaboration
- Decision-making
- Interpersonal communication
- Settlement negotiation
- Documentation review
- Conflict resolution
- Flexible schedule
- Settlement agreements
- Customer service
- Attention to detail
- Active listening
- Critical thinking
- Teamwork and collaboration
Timeline
Lead Fraud and Claims Representative/Quality Assurance
Wells Fargo
10.2021 - 10.2025
Fraud Specialst
Wells Fargo
02.2011 - 10.2021
Collector
Wells Fargo
02.2006 - 02.2011
Assistant Manager
Famous Footwear
02.2004 - 02.2006
High School Diploma - General Studies
Hudson's Bay