JESSE JACO

• Gathered customer information and maintained in CRM database.
• Provided clients with price quotes on securities and financial information on corporations issuing select securities.
• Corresponded with customers and conferred with coworkers to answer inquiries, discuss market fluctuations or resolve account problems.
• Prepared contracts and related documentation according to strict standards.
• Handled 30 calls per day to address customer inquiries and concerns

Responsible for handling incoming inquiries primarily through virtual functionality.

• Possessed subject matter expertise regarding products and services covered. Interacted with people or customers with objective of assessing and meeting needs of customers and solving customer problems using consultative approaches; supporting application process and provisioning products on specific product family and recognizing and uncovering other Wells Fargo products with ability to refer those outside of scope to other Wells Fargo entities.
• Possessed excellent written communication skills. Works on special projects as assigned.
• Handled upwards of 30 chats per day to address customer inquiries and concerns
• Resolved problems, improved operations and provided exceptional service

Provided exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect have fraudulent, misrouted, merchant disputes or other unusual activity on their accounts. Customer contact is made through inbound and/or outbound calling to complete investigation.

• Utilized strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as part of resolving claim.
• Mitigate risk by effectively authenticating identity of customers to prevent further fraudulent activity.
• Reviewed, verified and/or identified customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses.
• Responsible for multiple claim types.
• Researched moderate to complex account activity, determined potential source of compromise, and then took appropriate action to decision case using multiple systems and applications.
• Additional duties included: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.
• Also involves contacting third parties for research.

Provided Banker Support to branch Employees, Customers and Vendors through various mediums.

• Provided assistance and guidance on Branch Policy and procedures pertaining to service, new accounts, documents, transactions, WIRES, ACH. Committed to assist branch users on various applications by answering application and hardware questions and improving user's experience addressing simple to complex Technology, Navigation related issues.
• In addition provided assistance to Branch personnel and hardware support vendors for ATMs both at branch and offsite locations.
• Crossed trained to assist Branch Bankers, Customers and vendors with Credit Card accounts as subject matter expert.
• Acted as liaison for Banker and customer feedback and areas of improvement to Card Services organization.
• Engaged with Market, Regional and Divisional directors and attended their ongoing meetings and forums

Delivered standard training material of courses with one or more components (e.g., new-hire, refresher, process, product or systems, customer experience skills) to audience through directive teaching methods to help individual contributors and managers develop crucial job skills.

• Used expanding knowledge of general learning and development (L&D) programs to understand interconnectivity and business impact of various solutions.
• Provided one on one or group coaching to assist in learning of new skills.
• Supported peers and assists with initiatives and implementation.
• Provided direction and support with various level business leaders on functional learning strategy.
• Recommended modifications to instructional designers to keep course content current and to enhance L&D programs, resources, and tools