Jumba Mugabi
Twin Cities,MN
Summary
Passionate and motivated finance and technology leader with 8+ years in navigating emerging business challenges and resolving escalations. Extensive experience in risk management-mitigation and business control adherence, adapting to and implementing new technologies, systems and strategic planning. Strong ability to learn quickly and manage projects . Highly accomplished at using a positive attitude and team player mindset with teams, leaders and executive management to resolve escalations and ensure successful outcomes while coaching and motivating teams to achieve their full potential and meet business needs.
Overview
10
10
years of professional experience
Work History
Technology Business Systems Consultant
Wells Fargo
550 S 4th St Minneapolis, MN
01.2024 - Current
- Participated in providing technology initiatives for simple to moderately complex business problems within tech business systems.
- Acted as an internal consultant within technology and business groups by using quality tools and processes in technology business systems.
- Evaluated moderately complex business, operational, or technical challenges that require an in-depth evaluation of planning and direction conducted to resolve complex business problems
- Participated in providing technology initiatives for simple to moderately complex business problems within technology business systems
- Collaborated and consulted with business and technology teams to evaluate and resolve issues in order to provide and present recommendations for resolving business problems
- Partnered with business and technology teams to evaluate moderately complex business problems and lead a team to provide comprehensive technological solutions
- Improved and re-engineered technical processes
Employee Resource Network Chapter Workforce Outcomes Chair/Events Chair
Wells Fargo
550 S 4th St Minneapolis, MN
02.2021 - 03.2025
- Implemented programs/events that support the Employee Resource Network annual business plan for employee engagement and talent development and identify opportunities to raise awareness and understanding within and across differences (e.g. informational calls, panel discussions, courageous conversations)
- Promoted the professional development of members through identifying and encouraging members to serve in ERN chapter leader roles. Reinforced efforts to attract, recruit and retain a diverse workforce
- Organized and encouraged the use of company-sponsored recognition, mentoring and learning and development programs
- Seeked opportunities to collaborate across Employee Resource Networks
Technology Operations Associate
Wells Fargo
550 S 4th St Minneapolis, MN
02.2022 - 01.2024
- Participated in and support implementation of business solutions
- Determined the impact of changes made to existing hardware, software, and schedules
- Reviewed tactical issues, policies or procedures for which answers can be quickly obtained
- Performed daily validations of application by performing functional checks to ensure and reduce the impact of application and infrastructure failures on business delivery
- Monitored all the scheduled batch jobs and work on fixing in case of failures
- Audited complex critical systems delivery for business processes
- Determined the impact of new products and tools implementation across the business and mitigate potential issues
- Provided technology information to managers, functional colleagues and stakeholders
Loan Examination Associate
Wells Fargo
2701 Wells Fargo Way Minneapolis, MN
01.2021 - 04.2022
- Performed in-depth, prefund loan reviews and validated transactions within set guidelines for underwriting
- Addressed issues related to conducting credit, closing, and compliance reviews
- Worked with senior managers to review and write rules and regulations that meet company requirements
- Gathered, organized, and interpreted data
- Provided communication regarding overall process and transaction quality to appropriate parties.
Loan Verification Analyst II
Wells Fargo
2701 Wells Fargo Way Minneapolis, MN
03.2021 - 01.2022
- Managed and monitored reporting and identified gaps or opportunities within existing procedures
- Received direction from leaders and exercised independent judgment while developing an understanding of policies and procedures, best practices, and initiatives
- Responsible for the leadership of the team
- Interacted with internal business partners in multiple lines of business
- Created and implemented new or revised procedures
- Researched complex data, specifically legal documentation (for example, summons, subpoenas, liens, foreclosures, mortgages, deeds of trust, promissory notes, assignments of mortgage, allonges, endorsements, plat maps and/or surveys) as requested by other lines of business and/ or the legal department
- Oversaw the processes required in ensuring assignments are executed with accuracy and on time
Executive Office Case Specialist
Wells Fargo
2701 Wells Fargo Way Minneapolis, MN
07.2020 - 03.2021
- Coached teams in providing resolutions for client inquiries and complaints regarding consumer, commercial, and small business banking
- Determined appropriate course of action and conducted investigative steps to fully identify customer issues
- Provided training and development and delivery of a wide range of education for financial crimes awareness
- Performed complex executive administrative support tasks managing daily schedules and providing work direction and research to the team
- Assisted in setting performance standards and recommended process or policy improvements to enhance company standards and customer experience
- Provided subject matter expertise and interpretation of procedures to teams and senior leaders
- Responded independently to complaints escalated at the highest level
- Interacted with business partners, peers, senior management internal and external customers to resolve their issues hence leading discussions using the ability to communicate clearly and concisely (both written and verbal)
Escalated Complaints Specialist
Wells Fargo
2701 Wells Fargo Way Minneapolis, MN
01.2020 - 07.2020
- Resolved complex and sensitive issues with a high standard of quality customer service with ability to analyze and research
- Lead meetings with leaders about trending matters in consumer banking and recommending opportunities for improvement
- Executed deep root cause analysis and researching then responding to non-regulatory and regulatory escalated inquiries and executive complaints from clients and team members
- Utilized strong knowledge of the organization, technology, products, and or services, resolving matters raised by customers which require research on regulatory policy complaint matters
- Collaborated with branch, operations and legal business partners across the enterprise to resolve issues
- Drafted customized written responses to customer executive complaints and providing research support to the department and the division
- Used excellent verbal, written, and interpersonal communication skills
- Provided feedback to line of business team members and their leaders
- Was accountable to ensure research and response to customer and team members is within compliance standards
- Proactively identified continuous opportunities that are engineered to improve customers’ experience and drive out dissatisfaction
Senior Personal Banker
Wells Fargo
Twin Cities, MN
05.2016 - 01.2020
- Identified potential fraud/risky accounts and took appropriate actions to prevent loss
- Generated new business and retained existing clients through excellent relationship management and customer relation skills
- Developed individual financial plans for clients with measurable and specific strategies to achieve those goals
- Filed Suspicious Activity, Identity Theft and Suspected Financial Abuse Reports
- Delivered superior level of service to a diverse clientele
- Reviewed transactions, determined risk level, and recommended fraud prevention strategies
- Lead and facilitated meetings with senior and regional leadership to align on branch change strategies
- Lead the branch openings, closures, relocations, and safe deposit box procedures
- Made timely and independent decisions while working in a fast-paced, high demand and results driven environment with minimal supervision while balancing multiple priorities
- Exceeded quarterly sales targets each period (by 15% in most quarters), going above & and beyond the national directive
- Reviewed data from the general ledger, unit reports and various financial systems to ensure accuracy
- Interacted with the immediate escalations team to supervise day to day activities of the support small business escalations team
Education
Professional Leadership Certificate -
International Institute of Minnesota
St. Paul, MN04.2023
Google IT Support Professional Certificate - undefined
Google
Online08.2022
Liberal Arts - undefined
Century College
White Bear Lake, MN01.2017
Skills
- Business Execution
- Project management
- Relationship management
- Business process analysis
Timeline
Technology Business Systems Consultant
Wells Fargo
01.2024 - Current
Technology Operations Associate
Wells Fargo
02.2022 - 01.2024
Loan Verification Analyst II
Wells Fargo
03.2021 - 01.2022
Employee Resource Network Chapter Workforce Outcomes Chair/Events Chair
Wells Fargo
02.2021 - 03.2025
Loan Examination Associate
Wells Fargo
01.2021 - 04.2022
Executive Office Case Specialist
Wells Fargo
07.2020 - 03.2021
Escalated Complaints Specialist
Wells Fargo
01.2020 - 07.2020
Senior Personal Banker
Wells Fargo
05.2016 - 01.2020
Google IT Support Professional Certificate - undefined
Google
Liberal Arts - undefined
Century College
Professional Leadership Certificate -
International Institute of Minnesota