MICHAEL BOTELLO
WELLS FARGO
Phoenix,AZ
5
years of professional experience
Banking professional with 5+ years of financial-services experience in complex case management, escalations, complaint research, risk identification, and customer issue resolution. Experienced in reviewing account and financial information, researching regulatory and non-regulatory concerns, documenting findings, prioritizing high-volume workloads, and escalating risks appropriately. Strong knowledge of banking products and fraud-prevention practices, with a proven ability to communicate clearly, protect sensitive information, and work within strict policies and regulatory requirements. Seeking to transition into a Special Investigations Unit / Fraud Investigator role.
Work History
Escalation Representative, Executive Office
3 Years 10 Months- Manage complex customer complaints and escalations from initial review through resolution, exercising sound judgment while meeting service, quality, and compliance expectations.
- Research customer and agency issues using internal systems, financial information, account documentation, and applicable policies to determine facts, identify risks, and develop appropriate resolutions.
- Review cases for regulatory and non-regulatory concerns, classify risks, document findings, and escalate matters requiring additional review or specialized handling.
- Apply strong analytical and problem-solving skills when reviewing financial documentation and identifying potential fraud, suspicious activity indicators, or inconsistencies requiring further investigation.
- Maintain accurate, concise case documentation and communicate findings and resolutions to customers, internal partners, and management in a professional manner.
- Manage a high-volume, deadline-driven workload while independently prioritizing cases, protecting confidential information, and maintaining accuracy.
- Selected to support the department's early integration of AI tools; served as a point of contact for guidance, questions, and adoption support.
- Collaborate effectively across teams and interact with customers and internal stakeholders with professionalism, integrity, and sensitivity.
Customer Success Representative / Transition Coach
1 Year 3 Months- Supported customers in a high-volume banking environment while maintaining strong quality, accuracy, and adherence to procedures.
- Educated customers on fraud-prevention practices and ways to protect their accounts from fraudulent activity.
- Trained and coached new hires on banking processes, systems, policies, and customer-service standards, helping team members become proficient in their roles.
- Followed established policies, procedures, and training materials to support compliance with banking requirements and government regulations.
- Worked with banking products and systems including ACH, Bill Pay, Zelle, Mobile Deposits, and Inter-Fi transfers.
- Built strong working relationships with customers and internal teams while handling sensitive financial information with professionalism.
Education
High School Diploma
Skills
Assisted in managing cases and conducting investigations.
Supported identification of fraud and risk factors.
Conducted research for regulatory and compliance purposes.
Reviewed financial documentation for accuracy.
Facilitated escalation and conducted risk assessments.
Engaged with customers and stakeholders for outreach.
Produced written documentation for investigative purposes.
Managed banking operations and payments processes.
Aided in fraud prevention and risk identification efforts.
Researched complaints and cases thoroughly.
Identified regulatory issues effectively.
Oversaw banking operations and related functions.
Reviewed financial documentation carefully.
Processed ACH
Zelle
bill pay
and mobile deposits.
Utilized Microsoft Office for various tasks.
Performed customer outreach initiatives.
Provided training and coaching for team members.
Exhibited strong critical thinking
organizational skills
and attention to detail in complex cases.
Communicated sensitive information clearly and professionally
both verbally and in writing.
Operated independently with minimal supervision while meeting production quality and deadlines.
Timeline
Escalation Representative, Executive Office
WELLS FARGO
11.2022 - CurrentRead More
Customer Success Representative / Transition Coach
WELLS FARGO
08.2021 - 11.2022Read More
Maryvale
High School Diploma
Read More