Erica Kranz
Fargo,USA
Summary
Experienced professional with 13+ years of expertise in leadership, coaching, and hiring in the financial services industry. Proven track record of achieving target hires and diversity goals. Skilled in identifying top talent, implementing effective recruitment strategies, and fostering a diverse and inclusive workforce. Committed to driving organizational success through the development of high-performing teams.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Execution Associate
Wells Fargo Bank
01.2022 - 10.2024
- Review and edit new and existing banking policy and procedures for accuracy
- Provide final Editorial approval for banking policies and procedures
- Contribute to development of Editorial workflow and Quality Assurance Process
- Collaborate with leadership to streamline banking policies and procedures to create a more efficient workflow
- Conduct routine Quality Assurance reviews on procedures and letters to ensure adherence to guidelines and regulations
Complaints /EO Manager
Wells Fargo Bank
09.2019 - 01.2022
- Managed the hiring and onboarding of the Full time and Contingent Resource team into the Fargo site; to include working with the Agency, Recruiters and business partners to achieve the target number of hires
- Developed employees through behavioral coaching, and motivating/encouraging the team to produce high quality results by creating a fun, positive, and competitive work environment
- Ability to work effectively in a virtual environment
- Communicate and collaborate effectively with senior leaders and business partners on daily reporting, process/policy updates, service levels, HR and Accommodation situations
- Identify issues, make quick decisions, implement solutions, and influence change
- Strong organizational skills, problem-solving skills, time management and prioritizing responsibilities for the day
- Strong analytical skills with ability create and execute plans to meet business objectives in a fast-paced environment
- Developed and performed classroom/virtual new hire training/product training with other sites
- Monitored employees daily tasks, managing schedule changes and updates, approving/managing time off, managing employee coverage, and maintaining service level agreements/deadlines
- Collaborated on All Team Manager calls to present materials to Managers and Senior Leaders within my organization
- Developed written procedures to streamline the coaching and monthly review process for the managers under current reporting structure to encourage consistency across the all leadership teams
- Participated in a mentorship program designed to match leaders with team members that were looking to move up in their careers
- Conducted monthly meetings to discuss topics selected by the mentee, and provide guidance, feedback and support which resulted in the mentee developing his training idea that was implemented in the Home Lending department
- Collaborated on procedures to create a TIP process for employees and Managers to share ideas to improve the website or request additional training
- Proficient in Microsoft Word, Excel
- PowerPoint, SharePoint and Queue specific systems
- Excellent verbal, written, and interpersonal communication skills
Customer Service Supervisor - Hiring
Wells Fargo Bank
01.2017 - 09.2019
- Responsible for all interviewing and hiring for the Fargo and Salt Lake City Banker Connection Sites to develop teams of 10 to 15 team members monthly
- Coordinate all Hiring documentation, and travel between sites as needed
- Assisted with hiring for Montana and South Carolina sites as needed
- Responsible for writing and maintaining Hiring procedures to ensure the documents are current and meet regulatory compliance standards
- Manage a virtual new hire team, ensuring they meet graduation standards for performance and attendance
- Work with a lead to ensure proper coaching and documentation of daily tasks is complete on site, and perform daily documentation for each team member to track performance, corrective action, attendance and HR related situations
- Recruiting within the community by attending job fairs, and working with recruiters, and community members to promote the job opportunity at Banker Connection
Customer Service Supervisor
Wells Fargo Bank
04.2013 - 01.2017
- Provided ongoing coaching and feedback, recognized and developed team members, identified and managed risk, wrote and delivered performance reviews, and completed daily management tasks for teams of 13 to 17 team members
- Responsible for Interviewing and Hiring candidates for the Fargo Site on a rotation basis
- Managed the Contingent Resources Hiring for the Fargo Site
- Developed professional relationships through coordination of the Managed resource program, effectively worked with outside vendors to review candidates, interview and make offers for temporary employment
- Facilitated site visits between outside business units and Banker Connection to promote how Banker Connection operates, and to share best practices in order to maintain a high level of service between the departments
Service Manager
Wells Fargo Bank
02.2011 - 04.2013
- Supervised, and coached a team on the proper behaviors, sales techniques, service expectations and compliance guidelines
- Ensured completion of regulatory compliance and training specific to sales and service responsibilities for all associates
- Responsible for budgeting, accounting for expense control, hiring, performance reviews, facilities management, compliance, auditing, sales production, and daily operations management
Personal Banker
Wells Fargo Bank
06.2010 - 02.2011
- Performed financial reviews, followed up on teller referrals, and coordinated with various business lines to meet customer needs
Education
Post Baccalaureate - Speech Pathology Program
MINNESOTA STATE UNIVERSITY MOORHEAD
Moorhead, MN01.2001
Bachelor’s Degrees - English Writing and Communications
CONCORDIA COLLEGE
Moorhead, MN01.1996
Skills
- Customer interaction
- Oral communication
- Customer service orientation
- Sales expertise
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Team building
- Complaint Handling
- Professionalism
- Adaptability
- Problem-solving aptitude
- Customer relations management
Certification
- SAFE LICENSED
- CERTIFIED INSURANCE SERVICE REPRESENTATIVE (CISR)
- NORTH DAKOTA PRODUCERS LICENSE - Property Casualty, and Life, Accident and Health
Timeline
Business Execution Associate
Wells Fargo Bank
01.2022 - 10.2024
Complaints /EO Manager
Wells Fargo Bank
09.2019 - 01.2022
Customer Service Supervisor - Hiring
Wells Fargo Bank
01.2017 - 09.2019
Customer Service Supervisor
Wells Fargo Bank
04.2013 - 01.2017
Service Manager
Wells Fargo Bank
02.2011 - 04.2013
Personal Banker
Wells Fargo Bank
06.2010 - 02.2011
Post Baccalaureate - Speech Pathology Program
MINNESOTA STATE UNIVERSITY MOORHEAD
Bachelor’s Degrees - English Writing and Communications
CONCORDIA COLLEGE
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