Summary
Overview
Work History
Education
Skills
Contact
Certification
Education
References
Timeline
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Erica Leibig

Beaverton

Summary

Accomplished Fraud and Claims Manager with a proven track record at Wells Fargo, blending analytical thinking and team leadership to significantly enhance claims processing and fraud detection. Mastered investigation techniques and legal compliance, driving strategic improvements and fostering a culture of meticulous attention to detail and adaptability.


Overview

18
18
years of professional experience
1
1
Certification

Work History

Claims Contact Center Manager

Wells Fargo
12.2016 - 07.2024
  • Managed team metrics such as Average Handle Time, After Call Work, Service Level Agreements and Staffing/Attendance. Maintained a Service Level Agreement of 99% for 8 months straight, reduced After Call Work from 440 seconds to 230 seconds in a 30 day period.
  • Supervised a team of 20 employees, handling their metrics, attendance, career goals, projects, and claim resolutions. Exceeded all KPI's.
  • Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives. Assisted in increasing Claims Closed Per Hour from 3 to 6 in a 60 day period.
  • Implemented fraud detection measures, minimizing financial losses due to fraudulent activities, saving the bank 250k in one instance alone.
  • Demonstrated outstanding organizational and multitasking abilities while managing multiple concurrent projects
  • Led conversations with focus on problem solving techniques and strategies for addressing complex customer challenges. Personally handled over 100 customer complaints and used their feedback to update procedures.
  • Recruited and hired over 75 qualified personnel by conducting interviews and evaluating resumes effectively,
  • Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.


Fraud Representative

Wells Fargo
01.2012 - 12.2016
  • Actively monitored customer accounts for signs of identity theft or other malicious attempts at financial gain
  • Performed data analysis using various tools such as Excel spreadsheets and Access databases
  • Managed customer disputes by conducting thorough investigations into allegations of fraudulent activity
  • Identified system improvements to prevent fraudulent activities
  • Maintained knowledge of current events and trends in such areas as money laundering and criminal tools and techniques
  • Developed processes and procedures for identifying, responding, and reporting fraud incidents in a timely manner

Customer Success Specialist

Wells Fargo
01.2007 - 01.2012
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
  • Demonstrated excellent communication skills both verbally and in writing
  • Responded to telephone inquiries and complaints following standard operating procedures


Education

Associate of Applied Business - BUSINESS

Kutztown University of Pennsylvania
05.2005

Skills

  • Team motivation
  • Call center transactions
  • Customer expectations management
  • Procedure implementation

Contact

Beaverton, OR 97078

Certification

  • Cybersecurity Foundations: Governance, Risk, Compliance
  • Chat GPT and Generative AI in FinTech

Education

Kutztown, PA

References

References available upon request

Timeline

Claims Contact Center Manager

Wells Fargo
12.2016 - 07.2024

Fraud Representative

Wells Fargo
01.2012 - 12.2016

Customer Success Specialist

Wells Fargo
01.2007 - 01.2012

Associate of Applied Business - BUSINESS

Kutztown University of Pennsylvania

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Erica Leibig