KEONA BACON
Fayetteville,North Carolina
Summary
I am an enthusiastic, detail and results-oriented Senior Compliance Account Resolution Specialist with over 6 years of experience in financial services and customer service. I am adept in managing high-volume calls, resolving past-due accounts, and ensuring regulatory compliance. I have demonstrated the ability to mitigate risks, maintain exceptional customer satisfaction, and optimize revenue with a track record of outstanding communication, relationship-building, and influencing skills; competent in building customer relationships, which inspire confidence and loyalty while providing compliance expertise.
Overview
11
11
years of professional experience
Work History
Senior Compliance Account Resolution Representative
Wells Fargo Auto
07.2020 - 07.2024
- Act as an expert-level direct point of contact for clients, resolving issues and discrepancies while mitigating risks by adhering to company policies during weekly 100+ high-risk auto delinquent outbound and inbound calls
- Monitor daily operations to ensure strict adherence to federal, state, and internal regulations, policies, and procedures
- Maintained an average 85% promise conversion rate of payments by negotiating debt repayment and utilizing contractual review, payment extensions, deferments, and due date changes to maintain company performance and productivity
- Facilitated virtual weekly team meetings, training, and engagement activities for multiple internal teams
- Collaborated with business partners to ensure timely and consistent SSA Quality Control testing aligned with business strategies, process changes, and emerging risks
- Conducted research, tracked compliance training, and reviewed marketing materials utilizing basic regulatory frameworks and internal controls
- Coordinated and supported compliance-related programs such as compliance testing and reporting, and internal controls testing to ensure compliance with laws and regulations
- Assisted in creating and maintaining training completion records for all team members
Compliance Account Resolution Specialist 3
Wells Fargo Auto
09.2017 - 07.2020
- Managed high-volume inbound and outbound calls to resolve past-due accounts and provide necessary information, successfully contributing to resolving over $1 million in delinquent loan accounts and reducing revenue losses by 15%
- Collaborated with cross-functional departments to effectively resolve escalated issues and address customer concerns
- Conducted intake, investigated customer and internal issues, researched product information, and processed complex transactions
- Provided exceptional customer service and financial counseling to 60+ loan customers weekly, achieving an 85% current account rate within two months
- Identified trends, provided financial counseling, and ensured compliance with regulations and standards
- Managed customer payments and documented interactions to mitigate risk effectively
Customer Service Manager
Sykes Enterprises
03.2013 - 08.2017
- Prepared and presented team performance evaluation reports to senior management during meetings
- Developed comprehensive training programs to ensure compliance with corporate security policies and privacy standards
- Generated weekly department evaluation reports for supervisors and management, pinpointing problem areas and offering resolution suggestions
- Served as the primary point of contact for operational compliance inquiries and issues from associates and management throughout the organization
- Supervised staff in addressing inquiries, complaints, and disputes from internal and external customers on a daily basis
- Identified development opportunities through quality assurance and provided ongoing training, coaching, and mentoring as needed
Education
Associate of Arts - Applied Science
SCHOOL IN ELECTRONIC HEALTH RECORDS
Fayetteville, NC01-2013
High School Diploma -
HOKE COUNTY HIGH SCHOOL
RAEFORD, NC01-2007
Skills
- Compliance and Negotiation
- Financial Management
- Account Resolution
- Account Management
- Loan Servicing
- Microsoft Office proficiency
- Account Receivables
- Debt collection
- Multitasking
- Contact Center Operations
- Transaction Processing
- Claims Processing
- Team Leadership
- Customer Satisfaction/Customer Support
- Conflict Mediation
- Proficient in product knowledge and customer education
Accomplishments
- Successfully contributing to resolving over $1 million in delinquent loan accounts and reducing revenue losses by 15%
- Provided exceptional customer service and financial counseling to 60+ loan customers weekly, achieving an 85% current account rate within two months
Timeline
Senior Compliance Account Resolution Representative
Wells Fargo Auto
07.2020 - 07.2024
Compliance Account Resolution Specialist 3
Wells Fargo Auto
09.2017 - 07.2020
Customer Service Manager
Sykes Enterprises
03.2013 - 08.2017
Associate of Arts - Applied Science
SCHOOL IN ELECTRONIC HEALTH RECORDS
High School Diploma -
HOKE COUNTY HIGH SCHOOL
Similar Profiles
Magda L. BobadillaMagda L. Bobadilla
Customer Service Representative at Wells Fargo AutoCustomer Service Representative at Wells Fargo Auto
Gregg GustaGregg Gusta
Account Resolution Specialist at Wells Fargo Auto FinanceAccount Resolution Specialist at Wells Fargo Auto Finance
George RahebGeorge Raheb
Business Development Representative/ Auto Relationship Manager at Wells Fargo AutoBusiness Development Representative/ Auto Relationship Manager at Wells Fargo Auto