Jillian M Wilkins
Levant,ME
Summary
Financial industry professional with strong track record in delivering impactful business solutions. Adept at strategic planning, data analysis, and process improvement to optimize Business performance. Known for fostering team collaboration and adapting to evolving operational needs. Brings expertise in client and employee relations, problem-solving, and driving measurable results.
Overview
25
25
years of professional experience
Work History
Senior Business Execution Consultant - Sr AVP
Consumer Lending, Wells Fargo
01.2025 - Current
- Liaised with customers, management, and Business operational Teams to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for internal and external customers.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Managed client relationships through regular check-ins and updates on project progress.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
- Established best practices for project management within client organizations, leading to more predictable and successful outcomes.
- Led cross-functional teams in execution of strategic projects, fostering collaboration and ensuring alignment with corporate goals.
- Enhanced team productivity with implementation of agile methodologies, streamlining project delivery processes.
- Conducted risk assessments for business processes, recommending measures to mitigate potential impacts.
- Improved organizational efficiency, overhauling outdated operational procedures with innovative, tech-driven solutions.
Senior Change Implementation Consultant – AVP
Consumer Lending, Wells Fargo
01.2016 - 01.2025
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
- Optimized client''s workflows, analyzing existing processes and recommending improvements during system integration.
- Developed strong relationships with clients, fostering trust and long-term partnerships through professionalism and expertise.
- Spearheaded change management initiatives within organizations, facilitating smooth adoption of new technologies among employees at all levels.
Lending Manager - AVP
Servicing/Collections, Wells Fargo
01.2012 - 01.2016
- Level E Delegation of Authority (highest lending authority level) in Home Equity, First mortgage including VA, FHA, HAMP, Credit Card and Retail accounts, Personal loans and lines, Education Loans, Auto financing (including Lease options).
- Worked closely with Business partners, Lending Managers, Lending Officers, and Underwriting/Processing teams to ensure credit policy is adhered to and government regulations and standards are met
- Built a high-performing team of 25 lending professionals and 2 Team Leads/Supervisors through effective recruitment, training, and performance management strategies.
- Responsible for employee relations (individual contributors as well as leaders) that included: Hiring/Onboarding of new employees, Discontinuation of employment; Performance reviews, Coaching/Action plans; and One on Ones and Training
- Expert in Consumer and Home Lending principals, provided guidance and interpretation of policy requirements to underwriters to ensure safe lending
- Delivered exceptional customer service in relation to escalations or requested exceptions, consistently resolving issues promptly and maintaining high levels of client satisfaction.
- Streamlined the lending process, reducing turnaround time and improving efficiency in loan approvals.
- Leveraged market insights to identify growth opportunities and expand the organization''s lending operations.
Lending Operations Team Lead
Servicing/Collections
01.2008 - 01.2012
- Role included the following responsibilities: Reviewing new loan and modification requests which included completing a second level review of all recommended underwriting/loan approvals by reviewing and analyzing customer documents including income (paystubs, W-2, 1099, Personal and Business tax returns), debts, and assets; Ensuring all documentation meets the required standards
- Monitored credit quality by reviewing and addressing QA findings, submitting disputes as necessary; Understanding servicing needs and recommended adjustments to meet Service Level Agreements
- Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Assisted upper management in developing long-term strategic plans for departmental growth and success.
Consumer Loan Underwriter
Consumer Lending, Wells Fargo
01.2008 - 01.2012
- Reviewed financial statements, credit reports/history, income documentation, and property records (Appraisals, Titles, Home Owners Insurance, etc) to make accurate determinations about loan decisions.
- Mentored junior underwriters by sharing expertise in credit analysis and risk assessment, fostering a team-oriented approach to achieving company goals.
- Ensured compliance with federal and state lending regulations by conducting regular audits on loan files and documentation.
- Supported loan officers and processors to help with timely completion of loan application.
- Developed strong relationships with internal stakeholders like sales representatives and branch managers to improve overall business performance.
Customer Service Team Lead/Manager
Wells Fargo Phone Bank
10.2000 - 01.2008
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
Education
Psychology
Arizona State University West
Glendale, AZ06.2005
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Wells Fargo PACA Leadership Program
01.2012
Skills
- Relationship building for strategic alignment
- Proficient in JIRA, Confluence, and ServiceNow
- Operational performance improvement planning
- Team leadership & development
- Processes and procedures
- Staff management
- Business planning
- Change management
- Management coaching
Timeline
Senior Business Execution Consultant - Sr AVP
Consumer Lending, Wells Fargo
01.2025 - Current
Senior Change Implementation Consultant – AVP
Consumer Lending, Wells Fargo
01.2016 - 01.2025
Lending Manager - AVP
Servicing/Collections, Wells Fargo
01.2012 - 01.2016
Lending Operations Team Lead
Servicing/Collections
01.2008 - 01.2012
Consumer Loan Underwriter
Consumer Lending, Wells Fargo
01.2008 - 01.2012
Customer Service Team Lead/Manager
Wells Fargo Phone Bank
10.2000 - 01.2008
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Wells Fargo PACA Leadership Program
Psychology
Arizona State University West
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