Gigi Rollins
Chandler,AZ
Summary
Customer service professional with 20+ years in financial services and mortgage sectors. Expertise in managing complex customer interactions through effective communication and diligent follow-up. Experience in Diversity Inclusion Leadership, including community sponsorship and event coordination. Proven ability to build relationships and influence stakeholders, complemented by strong presentation skills in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Escalation Representative (Various Products)
Wells Fargo Bank, NA
01.2021 - Current
- Researched and resolved escalated mortgage inquiries in compliance with RESPA guidelines.
- Managed customer accounts by analyzing financial documents related to escalated complaints.
- Deployed process discipline and time management to enhance task efficiency.
- Utilized pipeline management tools to ensure daily progress on cases.
- Escalated unresolved issues to the appropriate departments for further investigation..
- Resolved customer complaints professionally while remaining empathetic to their concerns.
- Investigated potential fraud cases, collected evidence, and reported findings to management.
- Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
Assistant Escrow Officer
Empire West
05.2012 - 04.2013
- Balanced & Audited large money accounts/portfolio.
- Prepared loan documents, closing packages and deeds.
- Reviewed and notarized loan documents and prepared lien releases for title to record.
Customer Relations & Negotiations Supervisor
Nationwide
05.2007 - 05.2012
- Validated strategies used to verify negotiations and customer service reps followed jurisdiction process.
- Handled escalated complaints.
- Verified payments were processed correctly and Implemented strategies for problem solving.
- Verified commissions by predetermined approach and prepared a plan of action to achieve a goal or objective to make an agreement or contract.
- Reviewed commissions and payroll.
- Worked with CEO to promote negotiations and customer service representatives.
- Prepared payroll. Managed PTO requests.
Education
Associate of Arts - Business
Valley College
North Hollywood, CA03-1990
Skills
- Advanced Microsoft Office user
- Fraud investigation
- Pipeline management
- Business growth and retention
- Top 5 Strengths / StrengthsFinder
- Restorative Futuristic Belief Responsibility Relator
- Cross-department collaboration
- Negotiation strategies
- Customer account management
- Goal-oriented mindset
- Business development
- Customer relations
- Network development
Certification
- Certified Arizona Notary
- California Real Estate License (2000)
- Allied Leadership Graduate (Black State of Arizona)
Recognition and Special Projects
- Wells Fargo Bank, Black & African American Connection Jan 2021 – Dec 2023
- Chapter Chair
- Managed Board of 13 Leaders
- Lead 742 team members by providing education in leadership, career pathing and development
- Drive development through DE&I Events internally and externally to engage team members and other ERN networks
- Oversee the monthly newsletter as the content creator
- Attend corporate events as a Brand Ambassador for BAAC Chapter accepting awards on behalf of Wells Fargo within the state of Arizona
- Assist with planning community events with Non-Profit Organizations considered as Wells Fargo community partners.
- Additional roles include: Chapter Co-Chair (2020-2021) and Team Member (2018-2020)
- Other:
- Wells Fargo news article highlighting my approach to customer service, Feb 2021
- Wells Fargo “News”, October 2019
- CCRG “Best Compliance”, March 2017
- CCRG “Spotlight Award”, March 2017
- Service Star “Brightest Star” Employee of the year 2010
Timeline
Senior Escalation Representative (Various Products)
Wells Fargo Bank, NA
01.2021 - Current
Assistant Escrow Officer
Empire West
05.2012 - 04.2013
Customer Relations & Negotiations Supervisor
Nationwide
05.2007 - 05.2012
Associate of Arts - Business
Valley College
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