Grant Williams III
Clermont,FL
Summary
The pursuit of excellence has been and continues to be an active part of my life and career ambitions. I am searching for the next opportunity that will allow me to use all I have learned from different roles and mentors, and apply those skills to achieve my goals in a new position.
Overview
8
8
years of professional experience
Work History
Senior Operations Processor
Wells Fargo
05.2022 - Current
- Follow policy/procedures to mitigate fraud and risk when working with internal and external customers
- Manage and resolve customer conflicts
- Effectively communicated with financial institutions through written and verbal means to process credits and debits for both internal and external customers
- Research and input data with accuracy across multiple programs to compile information needed to file disclaimers to outside financial institutions
- Handle daily office tasks such as creating & shipping FedEx envelopes, review customer letters, and process daily spreadsheets
- Provide feedback and present ideas for improving or implementing processes and customer support
- Collaborate with colleagues and managers to resolve issues and achieve goals
- Excelled in learning various case types to further enhance knowledge and assist in other work baskets
Home Lending Escalations Rep
Wells Fargo Bank
01.2020 - 05.2022
- Trained in various programs and systems including ECMP, Compass, MSP, Hogan, CIV
- Diverse in multiple ques under home lending
- Assigned to work in Home Equity and presidential inbox where multiple issues and request would come in that required further research to be completed
- Continue to meet expectations in a fast moving environment where cases needed to be completed in a timely matter
- Consistently review policies and procedure for any updates or compliance regulations that were required in the current job role
- Assist customers over the phone throughout the day while maintaining a daily goal of logged written work
- Use listening and verbal skills to intake and understand customers needs and provide solutions
- Provided verbal acknowledgments of process and expected turnaround times to meet with compliance
- Selected as a mentor in Home Lending’s mentorship program
- Assisted in multiple training sessions with 1-2 employees at a time reviewing policies & procedures, case work, and other various tasks required of the position
- Active in group chats to keep team updated with new policy information as well as any dept changes to ensure team is up to date with changes
Service Manager
Wells Fargo Bank
01.2018 - 01.2020
- Prioritized and delegated daily work tasks to meet branch goals
- Organized team huddles in the morning to discuss company objectives
- Worked hand in hand with branch manager weekly to review performance goals and metrics and how to improve on areas if needed
- Analyze reports to discover trends and coach to those trends
- Reviewed BCR documents to ensure branch was meeting and exceeding current Policies and corporate retention
- Provided coaching and development to help team members reach their career goals
- Received STAR recognition as a top performer in my district for customer experience and team leader, was sent to New York for formal recognition event.
Lead Teller
Wells Fargo Bank
01.2017 - 01.2018
- Worked hand in hand with service manager to ensure all tellers were compliant with drawer limits and cash on hand
- Assisted in scheduling teller’s for the month and making adjustments when needed
- Responsible to handle record retention
- Making sure daily logs and compliance documents were properly placed in the branch SOCR box
- Trained in various branch platforms such as SVP and SVT
- Handled customer’s transactions in a polite friendly manner as well as asking probing questions to see how we can better assist them on their visit today in the branch
- Received multiple awards and recognition for performance goals such as customer feedback comments, number goals and team leadership
- Documented referrals to bankers through SVP pipeline to ensure follow ups with customers concerns or questions.
Wells Fargo Bank, Banker
01.2016 - 01.2017
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions
- Helped customers open and close accounts, apply for loans and make sound financial decisions
- Assisted commercial lenders with loan servicing, cash management and customer concerns
- Worked one on one with private bankers to build a pipeline of affluent customers to help facilitate and provide extra services and products
- Maintained a personal pipeline of customers to contact to review offers that were system generated
- Would set appointments and follow up with customers on various products and services
Education
Lake Sumter Community college
01.2009
East Ridge High
01.2006
Skills
- Strong Verbal, written, and communication skills
- Knowledgeable in Microsoft applications including Excel, Word, and PowerPoint
- Mitigating risks
- Navigating & mastering policies & procedures
- Hard worker
- Reliable Team player
- Leader
- Report creation
- Call Center Operations
Timeline
Senior Operations Processor
Wells Fargo
05.2022 - Current
Home Lending Escalations Rep
Wells Fargo Bank
01.2020 - 05.2022
Service Manager
Wells Fargo Bank
01.2018 - 01.2020
Lead Teller
Wells Fargo Bank
01.2017 - 01.2018
Wells Fargo Bank, Banker
01.2016 - 01.2017
Lake Sumter Community college
East Ridge High