Eric Yates
Waukee,IA
Summary
At Wells Fargo Bank NA, I excelled at leveraging my analytical thinking and effective communication to enhance procedural controls and mitigate risks. My achievements include identifying key operational improvements and successfully addressing regulatory compliance issues, showcasing my dedication to quality assessment and customer relations. Expert in utilizing creative problem-solving and analytical skills to identify and implement solutions.
Overview
11
11
years of professional experience
Work History
Business Accountability Specialist
Wells Fargo Bank N.A.
02.2023 - Current
- Review escalated inquiries and complaints from the Executive Office Escalations Associate for credit cards including review of in process, applications, claims, files or online transactions
- Research, assess, and document matters relating to the business’ policy and regulatory adherence, risk mitigation, and control efforts
- Identify patterns and trends for opportunities for procedural or control improvements within area of focus
- Conduct assessments and analysis of basic business or operational outcomes, systems of record, technical assignments, documentation, procedures, and challenges that require research, evaluation, and selection of alternatives
- Exercise independent judgment to guide completion of medium risk deliverables
- Present concise and well-articulated findings and recommendations, including rationale, to facilitate resolution of identified matters.
Executive Office Escalations Associate 2 & 3
Wells Fargo Bank N.A.
10.2019 - 02.2023
- Research and resolve escalated inquiries and complaints from the federal agencies for credit cards including review of in process, applications, claims, files or online transactions
- Determine appropriate course of action by conducting investigate steps to identify the issues, research product information, and process complex or corrective transactions online
- Review escalated inquiries and complaints that require special handing and ensure resolution or negotiation of sensitive and time critical matters
- Provide information to the management committee members, agencies, and business leaders related to the escalated inquiries and procedures.
Customer Loyalty and Engagement HPS 3
Wells Fargo Bank N.A.
08.2017 - 10.2019
- Transitioned to work accounts within Home Mortgage and Home Equity going through the Home Preservation process
- Acquired a portfolio for many different specialty projects based on world events such as: disaster mortgage accounts, CIT mortgage accounts and government shut down accounts
- Audit the portfolios of Home Preservation Specialists
- Provide coaching opportunities for the Loan Administration Managers to guide their Home Preservation Specialists
- Complete side-by-sides with Home Preservations Specialist to provide coaching opportunities to help drive submittals, resolutions, and excellent customer service
- Provide assistance for Loan Administration Managers that are out office by managing their Home Preservation Specialists
- Constantly changing roles to meet the needs of Wells Fargo Home Preservation.
Home Equity Home Preservation Specialist 3
Wells Fargo Bank N.A.
02.2017 - 08.2017
- Engage with management to complete team projects and update company policies/procedures
- Managed employee training for all new recruits and offered continuous advice, guidance, and mentorship on duties and best practices
- Assign Wells Owned Retention/Liquidation accounts to Home Preservation Specialists
- Review quality monitoring calls with Home Preservation Specialists
- Handle escalated calls from Home Preservation Specialists
- Process retention/liquidation Documents into the system of record
- Audit accounts going through the Retention/Liquidation process
- Complete retention/liquidation procedures for escalated accounts
- Interim Loan Administrative Manager from May-June 2017
- Managed a team of 7 Home Preservation Specialists
- 2016 Service Conference Winner.
Home Equity Home Preservation Specialist 1 & 2
Wells Fargo Bank N.A.
09.2014 - 02.2017
- Responsible for portfolio that analyzes the borrower’s financial situation and making recommendations on loan modifications/workout options to resolve delinquency
- Contacted new and existing customers to discuss how their needs could be met through specific products and services
- Selected the correct products based on customer needs, product specifications and applicable regulations
- Identify, maintain, track and log requested documentation for loan modification review
- Communicate with borrowers and agencies of loan modification decision, current status, options, timelines, coordination touch points, and borrower obligations through the process
- Engage with management to complete team projects and update company policies/procedures
- Conduct side-by-sides with team members from all departments within Wells Fargo to create cohesiveness and understanding within our two separate rolls in order to better both our business processes.
Sales & Retail Merchandiser
Acosta Sales & Marketing
06.2013 - 07.2014
- Recorded accurate and efficient records in the customer database
- Prioritized tasks and projects to meet tight deadlines
- Consulted with businesses to supply accurate product and service information
- Kept detailed records of daily activities through online customer database.
Education
Interdepartmental Studies of Business BA -
University of Iowa
Iowa City, IA2014
Certificate in Entrepreneurial Management -
University of Iowa
Iowa City, IA2014
High School Diploma -
Carlisle High School
Carlisle2010
Skills
- Interpersonal Skills
- Analytical Thinking
- Process Improvement
- Quality Assessment
- Customer Relations
- Quality Assurance
- Management collaboration
- Root Cause Analysis
References
- Nick Sedley, Escalations Manager, (515) 720-0166
- Theresa Garner, Escalations Manager, (206) 849-2932
Timeline
Business Accountability Specialist
Wells Fargo Bank N.A.
02.2023 - Current
Executive Office Escalations Associate 2 & 3
Wells Fargo Bank N.A.
10.2019 - 02.2023
Customer Loyalty and Engagement HPS 3
Wells Fargo Bank N.A.
08.2017 - 10.2019
Home Equity Home Preservation Specialist 3
Wells Fargo Bank N.A.
02.2017 - 08.2017
Home Equity Home Preservation Specialist 1 & 2
Wells Fargo Bank N.A.
09.2014 - 02.2017
Sales & Retail Merchandiser
Acosta Sales & Marketing
06.2013 - 07.2014
Interdepartmental Studies of Business BA -
University of Iowa
Certificate in Entrepreneurial Management -
University of Iowa
High School Diploma -
Carlisle High School
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