Paige Dix
Waukee,IA
Overview
12
12
years of professional experience
Work History
Commercial Collections Representative -Specialized
Wells Fargo
05.2024 - 12.2025
- Managed a specialized portfolio of delinquent commercial customers, driving resolution of outstanding balances through in-depth portfolio knowledge and root-cause analysis
- Became a subject matter expert for the portfolio, identifying inefficiencies and implementing process improvements to support faster and more accurate delinquency resolution
- Partnered directly with clients to resolve disputes, locate misdirected payments, and address contract changes requiring rebooking of existing terms
- Designed and implemented tracking tools to streamline dispute management and reduce time spent locating misdirected payments
- Created standardized email templates and scripts, and trained collectors newly assigned to the portfolio to ensure consistency and efficiency
- Collaborated with commercial partners to bridge operational gaps between collections and commercial responsibilities, improving handoffs and outcomes
- Led internal dispute review meetings to determine escalation needs and presented findings in monthly executive-level reviews with the client’s VP of Global Operations
- Represented the collections team in cross-functional program meetings with Legal, Invoicing, Booking, Commercial partners, and international teams
- Developed initiatives to improve invoice delivery and customer identification, supporting timely receipt and payment
- Partnered with commercial teams to design and implement improved booking processes for specialized contract structures
Audit & Quality Assurance Analyst - Collections
Wells Fargo
01.2022 - 05.2024
- Conduct monthly audits from sample of 175 collections staff to ensure adherence of compliance, company and quality standards
- Utilize skills in critical thinking analysis and detail-driven research to identify trends for overall collection quality improvements, highlight opportunities for proactive collections escalation, resolve customer delinquency and mitigate loss/risks
- Proven track record of effective coaching and implementation of best practices through developed partnerships and collaboration with collections management and staff, supported by increased adoption of recommendations and improved collections audit outcomes
- Presented management with suggested improvements to existing audit criteria, which resulted in rollout of updated audit forms with the recommended enhancements; creation of dashboard for tracking trends in collector behaviors
- Support compliance adherence through review/creation/certification of 70+ procedures and job aids to align with brand standards and compliance expectations
- Partner with peers, management and other business partners to drive streamlined processes as it pertains to compliance, customer experience, reporting and resolution of known issues
- Led project to improve process for obtaining data used for random sample of collections staff, furthering knowledge of internal audit processes, outcomes and controls
Commercial Collections Representative
Wells Fargo
11.2018 - 01.2022
- Key project member tasked with optimizing portfolio management strategies to address and resolve causes of delinquency
- Collected on accounts in 30, 60 and 90+ days delinquency
- Skip traced using internal methods, Google searches, and credit reports (Accurint, PayNet, Dun & Bradstreet, TransUnion, etc)
- Prepped accounts for escalation including repossession of assets
- Mentored peers on best practices proven to achieve or exceed resolution of delinquency
- Collaborated with key business partners to best support the customer experience and improve collection outcomes
- Served on team responsible for managing and resolving influx of deferral requests as a result of financial impact on business customers due to Covid-19 pandemic
Personal Banker
Wells Fargo
01.2015 - 11.2018
- Developed aptitude for analyzing elements of complex transaction structure, collateral documentation, and business entities
- Followed operational standards, promoting security, risk management and compliance
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions
- Assisted customers with Power of Attorney and Executor of Estate relationships in accordance to state laws and regulations
Teller
Wells Fargo
08.2013 - 01.2015
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products
- Built and maintained client relationships through quality, personalized interactions
Skills
- Analytical & Critical Thinking
- Process Improvement
- Documentation & Reporting
- Team Collaboration
Leadership & Employee Engagement
Commercial Banking Cabinet - Head of Event Committee (Wells Fargo)
- Led employee engagement initiatives for 125+ Commercial Banking employees, designing and executing 12+ themed events annually to strengthen connection, morale, and organizational culture
- Developed a year-long engagement strategy and calendar featuring intentionally themed monthly programming aligned with holidays or designated focus areas
- Designed and administered employee surveys to gather feedback on engagement preferences, assess event effectiveness, and identify opportunities to optimize the employee experience
- Leveraged survey insights and post-event feedback to continuously refine and improve programming, increasing relevance and participation
- Facilitated cross-functional planning sessions, delegated responsibilities, tracked progress, and approved deliverables to ensure timely, high-quality execution
- Coordinated communications and end-to-end execution of engagement initiatives across cabinet members and stakeholder groups
- Supported new-hire engagement events, contributing to onboarding experience and early connection to team culture
- Played an active, hands-on role in event setup, facilitation, engagement, and teardown, ensuring seamless delivery and participant involvement
- Delivered a diverse range of engagement programming, including interactive team-building activities, educational Lunch & Learn sessions, leadership-focused experiences, and seasonal culture initiatives
- Served as an active cabinet leader, contributing ideas and leadership beyond the event committee to support broader employee engagement and career development goals
Timeline
Commercial Collections Representative -Specialized
Wells Fargo
05.2024 - 12.2025
Audit & Quality Assurance Analyst - Collections
Wells Fargo
01.2022 - 05.2024
Commercial Collections Representative
Wells Fargo
11.2018 - 01.2022
Personal Banker
Wells Fargo
01.2015 - 11.2018
Teller
Wells Fargo
08.2013 - 01.2015