Felicia Faison
Clayton,NC
Summary
Risk Management professional with extensive experience in identifying, assessing, and mitigating compliance risks. Proven track record in leading cross-functional teams and implementing strategic initiatives to ensure compliance with regulations. Expertise in analyzing data to identify inefficiencies and opportunities for process improvement. Strong ability to establish and maintain excellent working relationships with stakeholders and business partners, driving business performance and risk management.
Overview
18
18
years of professional experience
Work History
Account Resolution Manager/ Vice President
Wells Fargo & Company
02.2017 - 09.2024
- Managed a team of 10 Associate Managers, overseeing multiple stages of delinquency and ensuring alignment with business goals and objectives.
- Managed cross-functional teams, collaborating with Customer Service, Account Resolution, and Escalated Complaints Teams to optimize performance and resolve complex issues
- Identified opportunities for process improvement and risk control development, utilizing root cause analysis to enhance operational efficiency and compliance.
- Developed and enforced collection policies and procedures, ensuring adherence to federal and state regulations while meeting performance metrics.
- Presented strategic recommendations to executive management for improving business performance and managing risks effectively.
- Collaborated with business partners in developing and writing of policies/procedures and controls for the business
- Managed allocation of people and financial resources for Account Resolution functional area
- Process owner for Shared Risk Platforms
- Subject Matter Expert (SME) for Risk Control Self-Assessment (RCSA) for Line of Business Auto Escalated Complaints
- Monitored team performance against KPIs, identifying opportunities for continuous improvement in service delivery.
Account Resolution Associate Manager
Wells Fargo Auto
08.2017 - 01.2023
- Managed teams of Escalation Specialists, Auto Titles, Collections, and Customer Service, ensuring adherence to service level agreements (SLAs) and performance metrics.
- Managed teams of 12-14 employees, some working in different locations
- Conducted ongoing monitoring of risk and errors, providing coaching and development to team members to maintain a 95% quality assurance average.
- Collaborated with Title Managers to resolve escalated complaints and improve processes, enhancing the overall customer experience.
- Led projects aimed at streamlining title processes and improving productivity within the department.
- Served as a point of contact for management during absences, ensuring continuity of operations and support.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
- Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
- Oversaw training and onboarding process for all newly hired employees within Auto Titles and Complaints.
Director of Provider Management
CareStar, Inc.
03.2007 - 06.2015
- Managed and monitored compliance for over 14,000 providers and agencies, ensuring adherence to state and federal regulations.
- Led a team of 15 frontline managers, conducting thorough investigations of complex provider and employee issues.
- Collaborated with the Ohio Department of Medicaid to implement changes to the Ohio Revised Code, enhancing compliance and operational effectiveness.
- Evaluated the effectiveness of policies and procedures, integrating processes to manage backlogs of investigations and improve service delivery.
- Engaged with senior leaders to execute strategic initiatives, including workforce reductions and risk mitigation strategies
- Managed multi-level virtual teams (licensed professionals) who conducted investigations for State of Ohio
Education
Bachelor of Science -
University of Dayton
Dayton, OHSkills
- Problem-Solving
- Written Communication
- MS Office
- Attention to Detail
- Active Listening
- Analytical and Critical Thinking
- Multitasking Abilities
- Strategic planning
- Staff Management
- Risk Mitigation
Timeline
Account Resolution Associate Manager
Wells Fargo Auto
08.2017 - 01.2023
Account Resolution Manager/ Vice President
Wells Fargo & Company
02.2017 - 09.2024
Director of Provider Management
CareStar, Inc.
03.2007 - 06.2015
Bachelor of Science -
University of Dayton
Similar Profiles
Mutombo YomboMutombo Yombo
Correspondence Agent at Wells Fargo & CompanyCorrespondence Agent at Wells Fargo & Company
Lillie KingLillie King
Premier Phone Banker at Wells Fargo & CompanyPremier Phone Banker at Wells Fargo & Company
Thomas DeBesseThomas DeBesse
Branch Banking Region Executive at Wells Fargo & CompanyBranch Banking Region Executive at Wells Fargo & Company
RONALD L. TATE, JR.RONALD L. TATE, JR.
Executive Director- Head of Supplier Diversity & Sustainability at WELLS FARGO & COMPANY (WFC)Executive Director- Head of Supplier Diversity & Sustainability at WELLS FARGO & COMPANY (WFC)
Lea JohnsonLea Johnson
Assistant Property Manager at Mid-America Apartments Co.Assistant Property Manager at Mid-America Apartments Co.