Jeanette E. Turner
Christiansburg,VA
Summary
Highly-motivated employee known for leading change initiates, problem solving skills, and troubleshooting escalations through leading support functions within operational frameworks. Strong work ethic, adaptability, and exceptional interpersonal skills within all levels of an organization. Superior learning agility; able to rapidly assimilate information from a new business area to provide leadership and subject matter expertise for initiatives.
Overview
15
15
years of professional experience
Work History
Senior Business Execution Consultant
Wells Fargo CR COE Analytics
Roanoke, VA
05.2024 - Current
- Track Independent Testing and Validation's escalated inquiries presented to Customer Remediation Analytics leaders.
- Connect key remediation partners, including operations, analytics, and execution teams, and their leaders to ensure successful communications and progression of remediation validations.
- Ensure timely responses to escalations and visibility of escalation status to leaders.
Senior Business Execution Consultant
Wells Fargo Customer Excellence Data & Analytics
Roanoke, VA
12.2023 - 05.2024
- Managed a portfolio for Data Analytics Quality Control (DAQC) to include up to 50+ reviews daily.
- Created a communication forum used to keep DAQC reviews focused on completion in order to meet deadlines.
- Brought a severely aged portfolio to a manageable state within 30 days through partnering and collaborating with key business partners daily by providing status updates, resolving issues, and coordinate meetings as needed to ensure deadlines were met.
Operations Specialist
Wells Fargo Enterprise Complaints and Remediation
ROANOKE, VA
05.2022 - 12.2023
- Communicated and consulted with leadership and peers to identify procedural gaps through testing questionnaires presented by Customer Remediation teams' remediation and data leads.
- Improved multiple teams' production and quality scores by providing a collaborative environment to discuss obstacles on a highly detailed, complex manual review, resulting in a 72% increase in production and 99.70% quality scores.
Senior Escalations Representative
Wells Fargo Executive
04.2018 - 05.2022
- Recognized for implementing a strategy to address a two-year-old backlog in an effort to meet multiple regulatory time frames.
- Worked with Wells Fargo Legal and Compliance partners to provide a unique letter resolutions to address credit reporting, EWS and other priority customer complaints.
Senior Fraud and Claims Operations Specialist
Wells Fargo ATM/Debit Card Claims
11.2015 - 04.2018
- Responsible for the investigation and resolution of customer fraud disputes on Visa Debit Card Transactions, using specific claim questionnaires to resolve and/or escalate fraud claims and merchant disputes.
- Consulted with Quality Control and executed a uniform note template used by business to provide consistent notations within our system of record DAT, regarding a fraud claim's decision for approval or denial.
Loan Document Specialist
Wells Fargo Home Equity Fulfillment
04.2012 - 11.2015
- Responsible for loan documentation for complex loan packages to ensure compliance with company policies and procedures and protect operational risk processes. This includes reviewing, researching, processing, and responding to inquiries from customers, title companies, vendors, and internal personnel.
- Successfully led and coached a team of 60+ to develop procedures, processes, and implement strategy to authenticate property titles, trusts, property insurance policies, and power of attorneys to support Home Equity underwriting for second lien mortgages.
Loan Servicing Specialist
Wells Fargo Real Estate Tax Services
03.2011 - 04.2012
- Worked with state and county officials to assist in negotiating payments when properties become subject to tax sale in the Home Equity Servicing and Operations delinquent real estate tax for escrow and non-escrow accounts is, which we held collateral interest.
- Wrote and published procedure for the Return of Notice process for public legal record within county and state Circuit Courts
Loan Closer
Wachovia, a Wells Fargo Company
02.2010 - 03.2011
- Supported Home Equity Underwriting with Wachovia Legacy lines of credit by gathering required documentation for credit evaluations and modifications
- Scheduled closings and communicated declines and counteroffers to Customers, including assisting with attorney closings per state requirements
- Served as an intake specialist and notary public for Home Equity Subordinations loan documentation
Education
General Diploma -
06.1993
Skills
- 16 years combined business execution, implementation, and strategic planning work experience with 13 years service and going at Wells Fargo
- Ability to partner, develop relationships, and collaborate with a diverse group of shareholders including individuals from senior leadership, operations, risk, audit, legal, and regulatory partners to gain commitment to accomplish business goals
- Working knowledge of Customer Remediation's policies, procedures, and processes since introduction in June 2022
- Provide leadership in process improvements, implementations, quality assurance, analytical and problem-solving skills, and efficiencies
- Work effectively in a virtual environment where key partners are in various time zones and locations
Timeline
Senior Business Execution Consultant
Wells Fargo CR COE Analytics
05.2024 - Current
Senior Business Execution Consultant
Wells Fargo Customer Excellence Data & Analytics
12.2023 - 05.2024
Operations Specialist
Wells Fargo Enterprise Complaints and Remediation
05.2022 - 12.2023
Senior Escalations Representative
Wells Fargo Executive
04.2018 - 05.2022
Senior Fraud and Claims Operations Specialist
Wells Fargo ATM/Debit Card Claims
11.2015 - 04.2018
Loan Document Specialist
Wells Fargo Home Equity Fulfillment
04.2012 - 11.2015
Loan Servicing Specialist
Wells Fargo Real Estate Tax Services
03.2011 - 04.2012
Loan Closer
Wachovia, a Wells Fargo Company
02.2010 - 03.2011
General Diploma -
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