Mourad Wazwaz
Blaine
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director of Retail Branches
TopLine Financial Credit Union
02.2024 - Current
- Oversee and support 11 retail branches working closely with the VP of Retail Branches for the smooth functioning of TopLine Retail Branches.
- Directly manage Member Care Center (MCC) Manager, overseeing entire team, ensuring high levels of customer service and efficiency.
- Develop and implement strategies to enhance member experience and call resolution.
- Work closely with the VP of Retail Branches and Director of Sales to drive front-line branch sales initiatives, including lending, deposits, and other financial products.
- Work with Operations to identify and create a plan to address areas of improvement and execute said plan with staff in the branches to ensure results.
- Create the curriculum for the Assistant Branch Manager/Teller Supervisor Development Program, coming up with skillsets, material, activities, etc.
- Host monthly in-person classes for the Assistant Branch Manager/Teller Supervisor Development Program, as well as monthly touch bases and branch observations with each ABM/Teller Supervisor.
- Work closely with the VP of Retail Branches to ensure proper collaboration and communication of the ABM/Teller Supervisor Development Program, as well as collaboration with the Branch Managers in support of the participants in the program.
- Work with Learning and Development to develop and implement other position-based development programs and attend Learning Journey branch meetings when possible.
- Supported lenders across all branches.
- Oversee branch staffing levels and coordinate coverage to ensure seamless operations and shared coverage among branches when needed.
Branch Manager
Anoka Hennepin Credit Union Division of Topline Credit Union
08.2023 - 02.2024
- Maintain a highly motivated, well-trained staff by providing leadership and direction in order to meet credit union & department strategic goals and objectives.
- Assisted members with consumer and residential lending. In addition, assisted members with account opening and account maintenance requests.
- Responsible for the overall direction and performance relating to member experience.
- Served as an Interim manager for multiple branches, while managing the main assigned branch.
- Monitor branch operations to ensure sound business practices and adherence to credit union/NCUA/ Regulatory policies and procedures.
- Coach staff to create and support Service Excellence cross-selling based on member needs, as well as development of sales strategies for individual departments to achieve sales goals.
- Collaborate with department leads to keep lines of communication open in order to ensure staff is knowledgeable and members are being served accurately and consistently.
- Monitor the Branch Operations budget.
- Anticipate training and service needs and communicate them to VP of Operations and the Training Department.
- Responsible to ensure that Branch Managers meet established goals and participate in business development events in their communities.
- (Credit Union Merged Together)
Senior Quality Assurance Administrator
Wells Fargo Bank
05.2022 - 07.2023
- Performs quality reviews on complex claims requiring attention to detail and knowledge of advanced Regulatory guidelines.
- Monitor and evaluate the quality of inbound or outbound customer calls.
- Document quality issues and performance measures for management review.
- Lead project initiatives to enhance quality assurance program and or line of business practices.
- Creates and tests newly developed control reports and validates for accuracy, reporting results to management.
- Identifies pattern/trends and/or potential risks and recommends standards, policies, and procedures improvements to management.
Senior Escalation Representative – Executive office
Wells Fargo Bank
05.2021 - 04.2022
- Responsible for responding, researching, and resolving escalated, high dollar, or high-profile inquiries and complaints requiring special handling and that may have been forwarded by the management committee members, agencies.
- Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc.
- Conducting in depth audit, review, and analysis of legal documentation and other related information to ensure the appropriate information collected.
- Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
Client Service Consultant 1
Wells Fargo Bank
01.2020 - 04.2021
- Conducting in depth review and analysis of legal documentation and other related information to ensure the appropriate information collected.
- Responsible for reviewing, researching, processing, and responding to moderate to complex written and phone inquiries from internal customers pertaining to loans and various areas of within loan servicing.
- Interact with different departments and team members to resolve an outstanding issue.
- Responsible for supporting internal and external customers by providing support services in account management, operations, documentation, customer service and technical support.
- Responsible for performing a variety of loan documentation duties on moderately complex loans using comprehensive knowledge policies and procedures for loan products.
Loan Servicing Specialist III
Wells Fargo Bank
04.2019 - 01.2020
- Review loan documents and ensured that all stipulations are met according to the company polices and federal regulation.
- Review PMI. Insurance and escrow analysis.
- Submit required payments for Escrow, insurance and taxes.
- Conduct loan maintenance to all loans on timely matter.
- Maintain complete and accurate files pertaining to all loans including, but not limited to, applications documents, collateral tracking and filing, insurance records of documents, clearing.
Loan Processor / Loan Servicing
Topline Federal Credit Union
01.2016 - 03.2019
- Review and audit all loan files for compliance to ensure quality.
- Verify and fund indirect loan contracts.
- Ensure lien perfections are completed in accordance with TopLine policy & guidelines.
- Preform loading of ACH for indirect funded loan contracts and monthly dealer reserve payouts.
- Complete paid in full reports including releasing liens in timely matter.
- Conduct loan maintenance to all loans on timely matter.
- Provide assistance to branch personnel and/or members resolving account related issues.
Regional Banking Manager / Branch Manager
WELLS FARGO BANK
04.2011 - 12.2015
- Make decisions and resolve issues regarding customer and team experience, risks and growth.
- Lead, manage and develop a team of direct and indirect bankers and tellers in retail banking branch.
- Execute policies and procedures in alignment with applicable regulations as well as audit and escalation procedures.
- Engage stakeholders and internal partners associated with retail banking.
- Collaborate and consult with peers and retail banking colleagues and leaders.
- Identify and recommend opportunities for individuals to efficiently improve process and risk control development for and functions of retail.
- Maintain a highly motivated, well-trained staff by providing leadership and direction in order to meet credit union & department strategic goals and objectives.
- Assist staff or members in finding win-win solutions to member problems. Generate, analyze and monitor reports to determine employee efficiency, accuracy and business opportunities to understand & improve delivery & quality of member service.
Service Manager 2
WELLS FARGO BANK
11.2010 - 03.2011
- Lead, manage and develop a teller of 11, two lead tellers and a teller manager.
- Make decisions and resolve issues regarding customer and team experience, risks and growth.
- Identify and recommend opportunities for individuals to efficiently improve process and risk control development for and functions of retail.
- Maintain a highly motivated, well-trained staff by providing leadership and direction in order to meet credit union & department strategic goals and objectives.
- Responsible for the overall direction and performance relating to customer experience.
Service Manager 1
WELLS FARGO BANK
09.2009 - 10.2010
- Lead, manage and develop a teller of six.
- Make decisions and resolve issues regarding customer and team experience, risks and growth.
- Identify and recommend opportunities for individuals to efficiently improve process and risk control development for and functions of retail.
- Maintain a highly motivated, well-trained staff by providing leadership and direction in order to meet credit union & department strategic goals and objectives.
- Responsible for the overall direction and performance relating to customer experience.
Personal Banker/Business Banker
WELLS FARGO BANK
03.2007 - 08.2009
- Performs various banking functions for customers.
- Opens new accounts and process payments.
- Provide information on products or services.
- Produce reports and other necessary documents as required and assist with loan applications.
- Review account statements.
- Transfer funds between accounts.
Teller
WELLS FARGO BANK
01.2006 - 02.2007
- Providing banking services to customers by taking deposits, making withdrawals, cashing checks.
- Issuing cashier’s checks and money orders, and providing other related services.
- Transfer funds between accounts.
- Performs various banking functions for customers.
Education
Associate in Applied Science - Accounting
HENNEPIN TECHNICAL COLLEGE
Brooklyn Park, MN01.2019
Skills
- Strategic & Operational Leadership
- Staffing and hiring
- Organizational Development
- Customer Service Strategy
- Learning and Training
- Customer Service and Support
Certification
- NMLS Safe Certified
- Notary Certified
Timeline
Director of Retail Branches
TopLine Financial Credit Union
02.2024 - Current
Branch Manager
Anoka Hennepin Credit Union Division of Topline Credit Union
08.2023 - 02.2024
Senior Quality Assurance Administrator
Wells Fargo Bank
05.2022 - 07.2023
Senior Escalation Representative – Executive office
Wells Fargo Bank
05.2021 - 04.2022
Client Service Consultant 1
Wells Fargo Bank
01.2020 - 04.2021
Loan Servicing Specialist III
Wells Fargo Bank
04.2019 - 01.2020
Loan Processor / Loan Servicing
Topline Federal Credit Union
01.2016 - 03.2019
Regional Banking Manager / Branch Manager
WELLS FARGO BANK
04.2011 - 12.2015
Service Manager 2
WELLS FARGO BANK
11.2010 - 03.2011
Service Manager 1
WELLS FARGO BANK
09.2009 - 10.2010
Personal Banker/Business Banker
WELLS FARGO BANK
03.2007 - 08.2009
Teller
WELLS FARGO BANK
01.2006 - 02.2007
Associate in Applied Science - Accounting
HENNEPIN TECHNICAL COLLEGE