Matthew Weirup
Salem,OR
Summary
Results-driven professional with a strong background in managing performance expectations. Successfully facilitates cross-location collaboration to enhance training and development initiatives. Highly skilled in creating comprehensive training materials and leading engaging sessions for team members. Committed to delivering exceptional customer service through follow-ups and leveraging feedback to continuously enhance satisfaction.
Overview
24
24
years of professional experience
Work History
Lead Escalations Analyst
Wells Fargo
07.2016 - 12.2024
- Facilitated performance management for a team of 15-20 Senior Escalation bankers through targeted coaching.
- Organized cross-location leader gatherings to enhance escalation banker development.
- Designed instructional materials and facilitated regular training workshops for groups exceeding ten employees.
- Collaborated with leaders and employees to facilitate department reorganizations through training, coaching, and peer development.
- Analyzed performance trends to identify areas for improvement.
- Provided callbacks to address and resolve customer inquiries effectively.
- Performed roles including banker, new hire training coach, and Senior escalation banker and lead escalation analyst.
Account Resolution Specialist
Navy Federal Credit Union
03.2006 - 06.2013
- Addressed concerns in mortgage loan origination and account servicing.
- Expert in managing and processing mortgage loans from initiation to closure.
- Specialized in consumer loans, credit cards, and everyday banking.
- Captured feedback from customers to identify coaching opportunities.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
Corporal
United States Marine Corps
06.2001 - 06.2007
- Directed teams of 4-5 Marines to execute multiple logistics tasks.
- Deployments abroad while maintaining effectiveness in high-pressure scenarios.
- Participated in diverse roles for ceremonies and charitable events.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Skills
- Trend modeling
- Documentation And Reporting
- Regulatory Compliance
- Risk Mitigation
- Corrective Action Planning
- MS Excel
- PowerPoint
- JIRA
Timeline
Lead Escalations Analyst
Wells Fargo
07.2016 - 12.2024
Account Resolution Specialist
Navy Federal Credit Union
03.2006 - 06.2013
Corporal
United States Marine Corps
06.2001 - 06.2007
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