Summary
Overview
Work History
Education
Skills
Timeline
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Porsha Wilson

Porsha Wilson

Las Vegas,NV

Summary

Seasoned associate experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.


I am an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Senior Risk Coordinator

Capital One Bank
04.2019 - Current
  • Handle all complaints and escalated calls regarding credit card accounts approximately 15 calls per day
  • Guide other associates to best practices to solve customer concerns and provide feedback
  • Investigate customer concerns, help create and implement process improvement, and report trending customer issues
  • Advocate for customers by listening and problem-solving
  • Review accounts for resolutions due to customer hardships and educate on next steps
  • Collection of past debts when needed

Personal Banker

Wells Fargo Bank
09.2016 - 04.2018
  • Daily outbound calls to customers for follow-up to ensure customer satisfaction, build relationships, and address any additional financial needs based on customer's feedback
  • Manage customer accounts by answering questions about features with their account
  • Inform and teach customers how to best use their bank accounts and what products are available long and short term to help with their financial needs
  • Develop and maintain relationships with Wells Fargo partners to maximize opportunities to help customers and achieve performance standards.

Research and Remediation Analyst

Wells Fargo Home Mortgage
07.2014 - 09.2016
  • Work areas: underwriting, regulatory compliance, fraud review, fair lending and servicing
  • Responsible for reviewing programs, processes, claims and files to ensure compliance with internal company requirements and external policies with government regulations to follow
  • Communicated with various people including customers, merchants, clients, executives, government agencies to ensure resolution/negotiation of sensitive and/or time-critical matters
  • Identified risks and problems by clearly documenting and interacting with various lines of business for timely resolution on tasks.

Education

Associate of Science -

Des Moines Area Community College
Ankeny, IA
05.2012

Nurse Assistant -

Mercy College of Health Sciences
Des Moines, IA
07.2006

Skills

  • 20 Years of Customer service experience with strong phone, written and communication skills
  • 12 Years of Banking experience within mortgage, retail and credit cards
  • 6 Years of Leadership experience in a production and non-production environment
  • Proficient in Microsoft: Word, Excel, PowerPoint, Access and Outlook

Timeline

Senior Risk Coordinator

Capital One Bank
04.2019 - Current

Personal Banker

Wells Fargo Bank
09.2016 - 04.2018

Research and Remediation Analyst

Wells Fargo Home Mortgage
07.2014 - 09.2016

Associate of Science -

Des Moines Area Community College

Nurse Assistant -

Mercy College of Health Sciences

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Porsha Wilson