Jason Alan Raszkowski
Phoenix,AZ
Summary
Hardworking and motivated individual looking to pursue new opportunities for continued personal growth and career advancement. A results-driven professional, with a strong work ethic, ready to utilize my abilities to maximize the customer experience, demonstrate exceptional communication, and utilize my problem-solving skills by accepting challenging tasks. Adaptable and reliable with a desire to lead and learn.
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Overview
21
21
years of professional experience
Work History
Lead Escalations Representative – Quality Assurance
Wells Fargo
03.2022 - Current
- Identify continuous opportunities for improvement of policies and procedures in a large volume, fast paced setting centered around high-risk, escalated complaints.
- Apply organizational leadership skills to enhance the development of intake specialists across several lines of business through data research, call listening, and training.
- Perform risk assessment through internal auditing by evaluating daily oversight control reports to provide constructive feedback, identify trends, and compile report findings to improve the complaint intake process and enhance employee productivity.
- Employ strong communication skills by creating and presenting huddle guides for all intake teams when procedural updates and corrections are communicated.
- Utilize my experience and decision making when answering daily employee review requests for identifying regulation concerns, withdrawing cases, and approving proper acknowledgment of unauthorized third-party complainants.
- Champion the company’s Diversity, Equity, and Inclusion collective as a team representative by presenting DE&I content in monthly huddles and promoting positive initiatives to increase unity.
Escalation Specialist
Wells Fargo
07.2019 - 03.2022
- Evaluated risk of customer, non-customer, business, unauthorized, and authorized third party complaints escalated at the highest level within the company’s Executive Office.
- Interacted with internal and external customers to assist with their concerns by listening, creating cases, or updating cases with detailed notations, and providing resolution when applicable.
- Provided subject matter expertise and support when assisting and answering complaint related questions through the Centralized Intake group chat.
- Assisted with team projects such as creating a Team Operating agreement and training team members and new hires on procedures and directions for handling escalated complaint cases.
- 2019 Golden Spoke Champion, Wells Fargo’s highest recognition, is presented to team members who exhibit the strength, teamwork, innovation, perseverance, and empathy needed to make a significant and measurable impact on our customers and our business.
Team Lead for Auto Recovery, Bankruptcy, and Specialty Operations
JP Morgan Chase
04.2017 - 05.2019
- Provided daily guidance and coaching to employees in the Auto Recovery, Bankruptcy, and Specialty Operations division of Chase Auto Finance.
- Administered monthly account and call reviews for quality assurance.
- Ran daily, weekly, and monthly reports for evaluation and analyzed repossession requests for approval.
- Boosted employee morale with weekly and monthly contests and collaborated events.
Fraud Prevention
JP Morgan Chase
08.2016 - 04.2017
- Managed auto loan accounts to determine Identity Theft, Customer Fraud, Bust Out, Dealer Fraud, Social Security Misuse, and Fraud Rings.
Stored Vehicles / Impounds
JP Morgan Chase
11.2015 - 08.2016
- Evaluated impounded auto loans to determine if there is risk of losing our lien to the vehicle.
Government Seizure
JP Morgan Chase
03.2015 - 11.2015
- Reviewed auto loans seized by agencies to determine status and petition to secure the vehicle.
SCRA Remediation Project
JP Morgan Chase
01.2014 - 03.2015
- Analyzed accounts of military customers to determine correct handling per SCRA requirements.
GAP / Total Loss Claims
JP Morgan Chase
07.2012 - 01.2014
- Thoroughly worked total loss auto claims, from initial contact by the customer to completion of the claim and loan.
Auto Collections II & III
JP Morgan Chase
03.2010 - 06.2012
- Handled inbound and outbound collection calls for Chase auto loan customers while providing a positive customer experience and offering effective solutions to handle delinquent accounts.
- Adhered to the Quality Assurance requirements for each call handled, making sure to follow specific state and federal regulations in addition to Chase’s excellent standards for the customer’s experience.
Loan & Loss Mitigation III Collector
General Motors Acceptance Corporation (GMAC)
12.2004 - 03.2010
- Provided efficient customer service to all clients and offered resourceful solutions to handle their debt.
- Effectively managed delinquency, repossessions, charge-offs, and litigation for all accounts in default, ranging from 20 to 120 days past due.
Education
Bachelor of Science - Business Administration, Finance, Personal Financial Planning
Clarion University of Pennsylvania
Clarion, PA05.2004
Skills
- Efficient with Wells Fargo systems: CSS, CIV, Tableau, SharePoint, ECMP, SVP, FDR, Hogan, Recoverease, and ECAR
- Advanced Microsoft Office skills with Word, Excel, TEAMS, Outlook, and Power Point
- Experience with Skip Tracing Sites: Microbilt Credit, Fast Data, Lexis Nexis, Manheim, and Innovis
Qualifications
- 10+ years of experience with risk management and quality control in financial services
- 4+ years of leadership and management experience
- Bachelor of Science in Business Administration, Finance
- Proficient with SharePoint, Microsoft Office Excel, PowerPoint, TEAMS, and Outlook
- Detail-oriented, problem solver with strong communication and analytical skills.
Timeline
Lead Escalations Representative – Quality Assurance
Wells Fargo
03.2022 - Current
Escalation Specialist
Wells Fargo
07.2019 - 03.2022
Team Lead for Auto Recovery, Bankruptcy, and Specialty Operations
JP Morgan Chase
04.2017 - 05.2019
Fraud Prevention
JP Morgan Chase
08.2016 - 04.2017
Stored Vehicles / Impounds
JP Morgan Chase
11.2015 - 08.2016
Government Seizure
JP Morgan Chase
03.2015 - 11.2015
SCRA Remediation Project
JP Morgan Chase
01.2014 - 03.2015
GAP / Total Loss Claims
JP Morgan Chase
07.2012 - 01.2014
Auto Collections II & III
JP Morgan Chase
03.2010 - 06.2012
Loan & Loss Mitigation III Collector
General Motors Acceptance Corporation (GMAC)
12.2004 - 03.2010
Bachelor of Science - Business Administration, Finance, Personal Financial Planning
Clarion University of Pennsylvania