KATTIA HERNANDEZ
Wells Fargo Financial- Executive Office / ECMO
Clackamas,OR
2
Languages
13
years of professional experience
Experienced with managing intricate case files and providing comprehensive client support. Utilize effective communication techniques to address and resolve client concerns. Knowledge of legal and procedural requirements essential for case management.
Knowledgeable Claim Specialist( Compliance Specialist 1) with strong background in case management. Proven ability to handle complex cases and deliver timely resolutions. Demonstrated expertise in client communication and problem-solving.
Work History
Escalation Case Specialist
4 Years 5 Months- Resolved complex escalated disputes and complaints to enhance customer satisfaction
- Communicated resolutions clearly to customers
- Balanced empathy with policy compliance
- Identified risk and compliance issues
- Detected and reported risk and compliance issues to safeguard organizational integrity
- Articulated clear resolutions to customers, ensuring understanding and compliance
- Demonstrated empathy while enforcing policy compliance
Dispute-Financial Crimes Specialist
7 Years 5 Months- Managed high-volume inbound calls to facilitate timely dispute resolutions
- Conducted account research to identify discrepancies and support effective resolutions
- Ensured compliance with Regulation E, Regulation Z, and internal policies
- Leveraged internal systems to accurately rectify errors and enhance customer satisfaction
- Submitted claims for disputes to appropriate departments
- De-escalated customer concerns
- Handled high-volume inbound calls
- Provided clear written and verbal communication
Credit Card Specialist/ Phone Banker 2
5 Years 2 Months- Handled account request processing
- Ensured accurate processing of regulatory and non-regulatory flags to maintain compliance
- Provided solution-focused support to resolve customer inquiries effectively
Education
Certificate - Billing and Coding
Certificate - Office Information Systems
Skills
Complex Case Management
Dispute processing
Account resolution
Fraud detection
Regulatory compliance
Regulatory Adherence
Banking & Financial Services Operations
Financial systems
Problem solving
Conflict resolution
Conflict management
Written communication
Customer Service Excellence
Active listening
LANGUAGES
English
Spanish
Timeline
Escalation Case Specialist
Wells Fargo Financial- Executive Office / ECMO
01.2020 - 06.2024Read More
Dispute-Financial Crimes Specialist
Wells Fargo Financial- Financial Services
01.2017 - 06.2024Read More
Credit Card Specialist/ Phone Banker 2
Wells Fargo Financial Operational Services
11.2011 - 01.2017Read More
Portland Community College
Certificate from Office Information Systems
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Clackamas Community College
Certificate from Billing and Coding
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