Kyle Dorobiala
Sioux Falls,SD
Summary
Dedicated Executive Office Lead Escalations Representative with over 5 years of experience at Wells Fargo, specializing in managing consumer banking complaints and escalations. Proven ability to lead teams, enhance operational efficiency, and ensure compliance with regulatory standards such as Bank Secrecy Act (BSA) and Anti Money Laundering (AML) laws. Skilled in resolving complex issues, conducting quality reviews, and implementing effective risk mitigation strategies. Recognized for facilitating seamless team transitions and delivering comprehensive training. Adept at collaborating across departments to drive organizational goals and uphold exceptional service standards.
Overview
15
15
years of professional experience
Work History
Executive Office Lead Escalations Representative
Wells Fargo
06.2019 - 06.2024
- Played a pivotal role in establishing the Consumer Banking Executive Office in Sioux Falls
- Led a team of Senior Escalations Representatives, overseeing customer remediation's and enterprise complaints who handled 30-45 complaints monthly, while also managing daily inventory, case assignments, quality reviews, disputing quality reviews
- Identified and reported issues concerning processes, compliance, and quality, providing coaching to ensure operational excellence and risk mitigation
- Facilitated seamless transitions for multiple teams, boosting productivity and case closure rates
- Assisted managers with various administrative tasks and conducted virtual classroom training for new hires
- Maintained a comprehensive understanding of Bank Secrecy Act (BSA) regulations and other relevant Anti Money Laundering (AML) laws, applying this knowledge to guide decision-making and ensure adherence to compliance standards
- Partnered with other business partners to handle Customer Identification Program (CIP) and Customer Due Diligence (CDD) concerns
- Collaborated closely with cross-functional teams including legal, compliance, and technology departments to implement effective AML procedures and controls
- Regularly reviewed cases to ensure adherence to procedures and gathered quality findings to address root causes, organizing team meetings to strategize on avoiding future issues
- Identifying and communicating potential risks associated with department projects and completed risk analysis for all quality reviews
- Drafted detailed Suspicious Activity Reports (SARs) in compliance with regulatory requirements, documenting findings and ensuring timely submission to relevant authorities.
Executive Office, Research Remediation Analyst 2
Wells Fargo
01.2016 - 06.2019
- Responsible for resolving 80-100 complaints across various Credit Card and Education Financial Services lines of business, addressing issues raised by external agencies like the Consumer Financial Protection Bureau and the Better Business Bureau, as well as internal stakeholders including the Board of Directors and the CEO monthly.
- Proficient in numerous systems including Helms, Quick view, and Work Desk, with a comprehensive understanding of Education Financial Services Policy and Procedures
- Functioned as an advocate for Wells Fargo student loan customers, evaluating and resolving their concerns, and collaborating with other departments
- Selected by management to assist with backlogged credit card cases and rebuilding trust cases to improve service level agreements
- Conducted detailed analyses of cases to identify root causes and propose solutions to management
- Served as an Ace Team Member Care Supervisor (TMCS) Captain and handled all student loan EO subpoena requests from Legal.
Sr. Advocacy Coordinator 2
Capital One
02.2014 - 12.2015
- Earned an “Exceptional” annual appraisal rating for calendar year 2014 & 2015, the highest possible rating at Capital One
- Case Management Specialist agent responsible for responding to customer correspondence, escalated calls, sending urgent lender letters and working overflow back-office tasks
- Consistently exceed quality standards with average QMA score of 90% since training
- Earned incentive every eligible month since training in Loss Mitigation and Customer Service Rewards
- Provide peer-to-peer side-by-side coaching sharing skills and best practices
- Advocate for the customer providing options that best meet their needs
- Collaborated with customers for Emergency Credit Line Increase Program (CLIP) program when they found themselves in extenuating situations
- Mentored surrounding teammates answering questions and providing direction when needed and identified training gaps and reported to leadership for follow-up.
Customer Sales and Service Associate/Trainer
CenturyLink
05.2009 - 12.2013
- Responsible for addressing customer requests on incoming calls and providing bundle solutions to satisfy all customers’ communication and entertainment needs
- Recognized as a top performer, selected to provide side by side coaching for new hires in training
- Chosen to lead multiple class trainings to help coach and train new hires and senior reps
- Ran team contests to improve morale and boost overall team performance
- Consistently achieved sales and service goals as a tier 1 performer, have earned recognition through monthly awards, 6-month awards and yearly awards
- Earned numerous awards and prizes for exceeding performance metrics and achieving attendance goals
- Recognized for exceptional customer service experiences and communication skills.
Education
High School Diploma -
Sandalwood High School
Jacksonville, FL05.2003
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Staff Training
- Analytical Thinking
- Data Analysis
Timeline
Executive Office Lead Escalations Representative
Wells Fargo
06.2019 - 06.2024
Executive Office, Research Remediation Analyst 2
Wells Fargo
01.2016 - 06.2019
Sr. Advocacy Coordinator 2
Capital One
02.2014 - 12.2015
Customer Sales and Service Associate/Trainer
CenturyLink
05.2009 - 12.2013
High School Diploma -
Sandalwood High School
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