Moreen Oraha
San Diego,CA
Summary
Strategic and detail-oriented professional with over 10 years of experience in the financial services sector, specializing in risk mitigation, regulatory compliance, and investment operations. Expertise in system support, customer service, and data management has consistently resolved complex issues while fostering strong client relationships. Recognized for delivering actionable insights that enhance operational efficiency and for effective collaboration across compliance and service teams to achieve organizational objectives. Committed to driving results through a proactive approach and a deep understanding of industry best practices.
Overview
11
11
years of professional experience
Work History
Solution Center Specialist/Onboarding Technology Consultant
LPL Financial
San Diego, CA
12.2023 - Current
- Review and resolve complex advisor questions and escalations by gathering and analyzing operational data to deliver efficient and complaint resolutions.
- Deliver timely solutions on a high volume of onboarding and operational questions to support smooth advisor transitions into LPL’s platform.
- Contributed to team knowledge-sharing efforts by identifying common advisor issues and escalating systemic challenges for improvement.
- Provided accurate, timely guidance on email setups, DBA transfers, and DNS configurations in alignment with compliance requirements.
Team Lead III, Centralized Cross-Product Team, Executive Office
Wells Fargo Bank
Phoenix, AZ
06.2021 - 07.2023
- Directed a team managing escalated complaints, overseeing investigations, documenting findings, and ensuring regulatory adherence.
- Played a key role in developing complaint handling strategies by analyzing escalation trends, collaborating with legal and compliance partners, and recommending policy changes that reduced repeated complaints.
- Worked cross-functionally with risk, compliance, and legal teams to identify root causes and drive corrective action plans.
- Consistently achieved monthly case closure rates exceeding three hundred cases with a 100% first-quality pass, demonstrating exceptional diligence and compliance excellence.
Team Lead II, Consumer and Small Business, Executive Office
Wells Fargo Bank
Phoenix, AZ
05.2020 - 06.2021
- Oversaw daily complaint workflows and ensured resolution timelines were met according to Service Level Agreement.
- Analyzed patterns in customer complaints, offering strategic solutions and policy feedback to senior leaders.
- Reviewed internal processes to identify compliance gaps and implemented process improvements to ensure control adherence.
- Consistently maintained high-quality standards, exceeding target performance metrics with rates of over 95% for our accuracy resolution.
Analyst II, Research and Remediation
Wells Fargo Bank
Phoenix, AZ
04.2019 - 05.2020
- Conducted in-depth research to evaluate and address complex risk related inquiries, verifying accurate and compliant results.
- Optimized case management processes, consistently exceeding quality benchmarks and delivering timely resolutions to escalated issues.
- Resolved escalated customer inquiries with precision, achieving a 95% satisfaction rate and elevating client trust.
- Demonstrated exceptional customer service skills, achieving perfect quality scores and surpassing case audit targets by over 15%.
Specialist III, Home Preservation
Wells Fargo Bank
Phoenix, AZ
07.2016 - 04.2019
- Designed and implemented innovative auditing methods to improve compliance and efficiency in mortgage foreclosure prevention processes.
- Collaborated with upper and lower management on key projects, driving strategic initiatives and fostering organizational alignment.
- Led the redesign of recruit training programs, serving as a subject matter expert for the 2018 CARE program and raising onboarding effectiveness.
- Provided leadership to cross-functional teams, streamlining processes, and improving operational readiness for new recruits.
Service Manager II
Wells Fargo Bank
Phoenix, AZ
06.2015 - 07.2016
- Directed and allocated responsibilities among team members, driving operational integrity and delivering an exceptional client experience.
- Led the team to surpass compliance benchmarks, achieving audit scores consistently above 96% and reinforcing regulatory adherence.
- Resolved complex customer issues with a focus on compliance, safeguarding operations while maintaining superior service standards.
- Enhanced operational efficiency by optimizing task allocation and fostering a high-performance team dedicated to compliance excellence and client satisfaction.
Education
Bachelor of Arts - Business Administration
W. P. Carey School of Business, Arizona State University
Phoenix, AZ12.2024
Skills
- Microsoft Excel (intermediate proficiency)
Timeline
Solution Center Specialist/Onboarding Technology Consultant
LPL Financial
12.2023 - Current
Team Lead III, Centralized Cross-Product Team, Executive Office
Wells Fargo Bank
06.2021 - 07.2023
Team Lead II, Consumer and Small Business, Executive Office
Wells Fargo Bank
05.2020 - 06.2021
Analyst II, Research and Remediation
Wells Fargo Bank
04.2019 - 05.2020
Specialist III, Home Preservation
Wells Fargo Bank
07.2016 - 04.2019
Service Manager II
Wells Fargo Bank
06.2015 - 07.2016
Bachelor of Arts - Business Administration
W. P. Carey School of Business, Arizona State University