Mutombo Yombo
Charlotte,NC
Summary
My objective is to encounter a firm that will enable me to grow as a professional and as an individual. I am a very organized and detail-oriented person. I have 7+ years of customer contact within a Financial Services environment. My goal is to help a company achieve success while simultaneously enhancing my knowledge. I am eager to work within a team structure and independently. I am more than happy to travel when required. I enjoy encountering new challenges and helping people. This proactive mindset has already helped me to achieve success within the sector. Thank you for taking a few moments of your time to peruse my qualifications and background.
Experienced with client relations, negotiation, and conflict resolution. Utilizes strategic thinking to navigate complex agreements and secure beneficial outcomes. Track record of maintaining strong working relationships and adapting to dynamic environments.
Overview
8
8
years of professional experience
Work History
Correspondence Agent
Wells Fargo & Company
Charlotte, NC
01.2023 - Current
- Support internal and external customers with inquiries and complaints regarding financial products and services
- Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
- Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management systems to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
- Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
- Interact with internal and external customers to respond to the raised concerns, as well as determine an appropriate course of action.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Boosted team productivity by implementing a collaborative communication platform.
ECC Case Manager
Wells Fargo
01.2020 - Current
- Experience reviewing legal documents
- Understanding of estate rules, state requirements, documentation requirements, WF products and services (enterprise-wide)
- Customer Service experience working with branch bankers and/or representatives/family members of deceased customers
- Procedure knowledge of Estate Care Center/Deceased complex scenarios
- Good analytical skills with high attention to detail and accuracy, conceptual thinking, and independent decision-making ability, utilizing sound judgment.
- Works with leadership, team, and across the company to remove obstacles and identify opportunities to improve the experience for the deceased customer’s family member/representative.
- Builds relationships with Line of Business partners across the Enterprise to better collaborate to assist our customers’ family members/representatives.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
Customer Service Representative
Wells Fargo & Company
Charlotte, NC
01.2019 - 01.2020
- Prepares Transfers
- Prepares Distribution & Contributions
- Rollover, conversions of Account
- Death Claims and Closures in accordance with Government regulation and bank policies
- Renewing IRA CD
- Research Transfer Documents incoming and outgoing
- Wire Transfer Research
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Representative
Wells Fargo Bank
06.2017 - 01.2019
- 2+ years of inbound customer service experience
- 1 year of Online Banking service.
- Reviewed account and service histories to identify trends and issues
- Consulted with customers to determine the best methods to resolve service and billing issues.
- Informed customers about the digital options
- Addressed customer service inquiries quickly and accurately
Education
Bachelor - business administration
Montreat College
North Carolina01.2023
Skills
- Leadership experience
- Knowledge and understanding of issues or change management processes
- Online banking
- Customer services emphasis
- Excellent organizational skills and ability to multi-task in a high-pressure environment
- Demonstrated high level of productivity
- Problem-solving skills
- Excellent verbal, written, and interpersonal communication skills
- Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
- Good analytical skills with high attention to detail and accuracy
- Ability to work effectively, as well as independently, in a team environment
- Ability to adapt quickly to changing business needs
- Banking regulations knowledge
- Makes sound decisions quickly and independently
- Experience with applications such as Microsoft Word, Excel, PowerPoint, Outlook, correspondence, presentation, CIV, Hogan, CSA, VL, ACH, IRW, DIRP, MARS, CCM, AGENT DESKTOP, CSA, C STAR, PEGA, HOGAN, SVP, OBI
- Organizational skills
- Goal-oriented mindset
- Customer service and care
- Positive attitude
- Customer complaint resolution
- Documenting information
- Critical thinking
- Service support
- Conflict resolution
Languages
Volunteer as an English/French translator at Nazarene Church Language: English, French, and Swahili
Awards
13 Times quality assurance of the month, 20 times schedule accountability of the month, 8 times customer experience of the month
Timeline
Correspondence Agent
Wells Fargo & Company
01.2023 - Current
ECC Case Manager
Wells Fargo
01.2020 - Current
Customer Service Representative
Wells Fargo & Company
01.2019 - 01.2020
Customer Service Representative
Wells Fargo Bank
06.2017 - 01.2019
Bachelor - business administration
Montreat College
Similar Profiles
Dave RaspberryDave Raspberry
Power Platform Administrator/Developer at Wells Fargo & CompanyPower Platform Administrator/Developer at Wells Fargo & Company
Lillie KingLillie King
Premier Phone Banker at Wells Fargo & CompanyPremier Phone Banker at Wells Fargo & Company
Thomas DeBesseThomas DeBesse
Branch Banking Region Executive at Wells Fargo & CompanyBranch Banking Region Executive at Wells Fargo & Company
Alicia BrewtonAlicia Brewton
Health Insurance Agent at Ttec (TeleTech) - HealthCare SolutionsHealth Insurance Agent at Ttec (TeleTech) - HealthCare Solutions
Keyla CastroKeyla Castro
Immigration Legal Assistant at Marcela Rodriguez EsqImmigration Legal Assistant at Marcela Rodriguez Esq