Keri Willard
Saint Helens,OR
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
Work History
Escalations Specialist, Compliance
Wells Fargo & Company
Hillsboro, OR
05.2019 - 10.2023
- Worked with the Specialty Team - Centralized Cross Product Team (CCPT Team) where we were assigned High and Very High level escalated complaint cases.
- Required to meet Service Legal Agreements (SLA)
- Regulatory Requirements
- Complaints case management- highly skilled multi-tasker
- Attention to detail
- Critical Thinking and Analytical skills
- Active listening skills
- Investigative research polices and procedures
- Microsoft Applications
- Adobe Acrobat
- Operational risk management
- Excellent written and oral communication skills
- Typing - 60 words per minute
- Remediation and mediation assignments
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Prevented key account losses by researching discrepancies and correcting problems.
- Assisted in training new escalation specialists on procedures and processes.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Researched, analyzed, and resolved complex customer inquiries.
- Managed multiple customer accounts simultaneously while providing superior service.
- Investigated customer complaints and identified root cause of the issue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Research Analyst- Enterprise Complaints Management
Wells Fargo & Company
Hillsboro, OR
08.2017 - 05.2019
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Reviewed customer feedback surveys and provided recommendations for improvement.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout the escalation process.
- Documented detailed reports of all escalations and resolutions.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Researched, analyzed, and resolved complex customer inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Investigated customer complaints and identified root cause of the issue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Collections Specialist
Wells Fargo Bank, N.A.
Hillsboro, OR
10.2002 - 08.2017
- Responsible for the handling of high influxes of inbound and outbound calls pertaining to the reconciliation and collection of delinquent accounts.
- Prevented impending loss and increased profitability through proficient negotiation skills and enforcement of scheduled collection campaigns.
- Consistently met and often times exceeded required loss prevention goals.
- Advised delinquent customers on strategies for debt repayment.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Investigated credit reports for any inaccuracies or fraudulent activity; reported findings to relevant authorities when appropriate.
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Education
Bachelor of Science - Legal Studies
Pioneer Pacific College
Wilsonville, OR04-2017
Associate of Applied Science - Paralegal Studies
Everest College
Portland, OR07-2014
Skills
- Regulatory Compliance
- De-Escalation Techniques
- Policies and Procedures Adherence
- Account Management
- Customer Service
- Calm and Professional Under Pressure
- Complaint Investigation
- High-Energy Attitude
- Issue and Complaint Resolution
- Translation and Interpretation Services
- MS Office
- Understanding Customer Needs
- Professional Phone Voice
- Call Center Operations
- Customer Service Excellence
- Computer Skills
- Inbound and Outbound Calling
- Product and Service Knowledge
- Microsoft Office
- Calm Under Pressure
- Credit Card Payment Processing
- Billing Adjustments and Refunds
- Complaint Resolution
- LiveChat Messaging
- Cross-Functional Collaboration
- Problem Resolution
Timeline
Escalations Specialist, Compliance
Wells Fargo & Company
05.2019 - 10.2023
Research Analyst- Enterprise Complaints Management
Wells Fargo & Company
08.2017 - 05.2019
Collections Specialist
Wells Fargo Bank, N.A.
10.2002 - 08.2017
Bachelor of Science - Legal Studies
Pioneer Pacific College
Associate of Applied Science - Paralegal Studies
Everest College