Jacob Garcia
San Antonio,TX
Summary
Seasoned Wells Fargo Bank, N.A. professional excelling in fraud detection and loan processing, adept at compliance and multi-tasking. Demonstrated success in improving process quality, leading teams, and enhancing customer satisfaction. Mastery investigation techniques, ensuring top-tier service and operational excellence.
Overview
14
14
years of professional experience
Work History
Fraud and Claims Operations Associate
Wells Fargo Bank, N.A.
San Antonio, TX
02.2024 - Current
- Provide advice and guidance on quality and process errors to team members for the purpose of quality improvement.
- Complete the second-level review of agents' claim work to prevent policy violations and merchant disputes.
- Receive direction and exercise judgment within defined parameters to quickly examine information and determine liability, as well as the impact of each case.
- Participate in researching and examining complex transactions and referrals in order to prevent and detect fraudulent activities, policy violations, and merchant disputes, with low to high risk within the fraud and claims functional area.
- Provide coaching and feedback to agents based on customer interactions, quality reviews, and claim submissions.
Home Loan Processor
Wells Fargo Home Mortgage
San Antonio, USA
11.2020 - 05.2022
- Responsible for file review of complex home loan applications
- Timely and clear communication with customers, HMC's, settlement agents, brokers, and other counter-parties to obtain missing information and documentation for the loan file
- Prioritizing and/or managing assigned pipeline to meet anticipated closing date and performance metrics
Mortgage Consultant
Wells Fargo Home Mortgage
San Antonio, USA
10.2019 - 11.2020
- Inform prospective and existing customers of WFHM programs, rates, policies, underwriting requirements, and loan procedures
- Receive customer applications, quote the rate and points, and complete follow-up activities with the registration lock-in
- Understand real estate appraisals, title reports, and real estate transactions
- Work in calibration with processors, underwriter and mortgage closers to ensure time frames are met and customers are informed of loan progress
Account Resolutions Team Lead/Interim Supervisor
Wells Fargo Home Mortgage
San Antonio, USA
02.2015 - 10.2019
- Review quality monitors and provide coaching when needed as well as submit request for disputes
- Hold 1x1 and facilitate team meeting in the absence of supervisors
- Point of contact for L&D for support with new hire training classes
- Facilitate new hire transition and assist with development
- Provide coaching to team member to ensure performance goals are met
- Submit scheduled changes request to IEX for team members
- Maintain presence on the production floor to provide support and a positive morale
- Collaborate across sites and share best practices to ensure top level of performance for the business
Collector III
Wells Fargo Home Mortgage
San Antonio, USA
04.2012 - 02.2014
- Make outbound calls on loans in early and late stage collections
- Educating borrowers on benefits of repayment plans and loan modifications
- Handle payment inquiries
- Cross trained in multiple foreclosure portfolios
- Provide floor support for management by doing side by sides, floor walking, and taking escalated calls
- Review loans for the borrowers to provide loan status and help them throughout the process of loan modification or liquidation
Premier Client Services
Citibank N.A.
San Antonio, USA
03.2011 - 04.2012
- Handled inbound calls for premier clients with total asset balances exceeding $250,000.00
- Provided account information (ex: loan balance inquiries, wire transfers, online banking and bill pay services)
- Responded to written inquiries in regard to account information and escalated issues
Skills
- Compliance
- Microsoft office
- Claims processing
- Multi-tasking
- Investigation techniques
- Customer service
- Adaptability
- Teamwork skills
- Credit evaluation
- Reviewing financial paperwork
- Loan processing expertise
- Pipeline management
- Loan application management
- Loan origination
Relevantexperience
- Exceptional Customer Service
- Employee Management
- New Location Start-Up Management
- Ability to Multi-Task
- New Product Introduction
- Budgeting/Record Keeping
- Computer Proficiency
- Call Center Experience
Timeline
Fraud and Claims Operations Associate
Wells Fargo Bank, N.A.
02.2024 - Current
Home Loan Processor
Wells Fargo Home Mortgage
11.2020 - 05.2022
Mortgage Consultant
Wells Fargo Home Mortgage
10.2019 - 11.2020
Account Resolutions Team Lead/Interim Supervisor
Wells Fargo Home Mortgage
02.2015 - 10.2019
Collector III
Wells Fargo Home Mortgage
04.2012 - 02.2014
Premier Client Services
Citibank N.A.
03.2011 - 04.2012