Soccer
R. Darnell Chambers
Chandler,AZ
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
17
17
years of professional experience
Work History
Senior Escalations Liaison
Wells Fargo
10.2016 - 10.2024
- Office of the President/Auto Complaints/Credit Card Services
- Research, respond, and resolve escalated inquiries and complaints that are complex and require special handling
- Such issues are often forwarded by management committee members, agencies, and/or senior business leaders
- Complaints require in-depth review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or online transactions to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations
- Strong communication skills with cross-sector stakeholders such as customers, merchants, executives, agencies, regulators, bankers to ensure resolution/negotiation of sensitive and/or time-critical matters
- Excels in research and analysis to determine solutions to challenges and in conducting investigative steps to fully identify issues, terms, conditions, and contracts in order to create necessary correspondence
- This includes detailed documentation of settlements, project work, process improvements, and reports that summarize results
- Success in processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
- Built relationships with industry stakeholders to stay informed on industry trends and developments.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Senior Escalations Representative II (Office of the President/Auto Complaints/Credit Card Services)
Business Support Lead Officer ll
Bank of America, Financial Services
09.2013 - 07.2016
- Played critical role in reducing number of non-performing quality control metrics for Deed in Lieu
- This required testing and validation, tracking and monitoring remediation plans, completing targeted testing, and escalating any issues or items at risk
- Excelled in working with teams from various departments such as risk, compliance, business control, and quality control to ensure test designs are accurate to mitigate any unwarranted fails both in present and future scenarios
- Developed presentations in order to provide regular updates to members of senior leadership team to inform and provide awareness related to specific challenges and remediation plans
- Assisted in mitigating risk to customers, shareholders, and Bank of America by ensuring company is compliant with regulatory and investor requirements
- Global Recognitions - Diamond Award, Silver Award, Bronze Award
- Observed all laws, regulations and other applicable obligations
- Increased accuracy through improved processes for fiscal monitoring, payroll and operational expenses
- Maintained smooth back-office functions to promote efficient business operations
Mortgage Service Specialist III-Exposure Mitigation Analyst
Bank of America
09.2012 - 09.2013
- During high stress time in banking, excelled in providing analytical, remediation, and administrative support within internal controlled environment
- Worked with teams to breakdown end to end processes and develop recommendations for business leaders to understand problematic areas, risks, remediation strategies, and start implementation
- Analyze findings to identify potential opportunities to improve processes, improve procedures, identify training gaps, and identify high risk areas
- Present updates on high exposure projects to Senior Vice Presidents, Associate Vice Presidents, and Unit Leads in various departments and lines of business.
Short Sale Closer
Bank of America
09.2009 - 09.2012
- FHA Deed in Lieu Negotiator, Instrumental in development/implementation of new Standard Operating Procedures
- Leader in monitoring and evaluating large Deed in Lieu portfolio in accordance with public and private guidelines including both federal Housing and Urban Development department and investors
- This was done to minimize delays and financial losses to company
- Responsible for managing multitude of complex mortgage transactions that were allocated solely to associates with higher skill sets and tenure
- Oversaw and performed communication with customers, realtors, preservation vendors, Attorneys, and internal management to negotiate required guidelines of deed in Lieu processes
- Responsible for evaluating and and reviewing all required documentation prior to submitting to Bank of America’s Claims Department
Information Technology Recruiter
TEKsystems
07.2007 - 08.2009
- Managed existing relationships with consultants and build out referral base
- Collaborated with team members on qualifying job requirements, providing leads, evaluating skills and enhancing business development strategies
- Presented IT opportunities to technical professionals and was responsible for evaluating candidate’s skills and experience in relation to potential job opportunities
- Negotiated wages, benefits, and terms of employment with consultants
- Identified IT staffing trends and solutions to meet needs of business development managers
- Worked to understand local IT market as it relates to wages and workforce trends
- Developed relationships with IT professionals from mid to high level career software application positions
- Conducted internal interviews with IT professionals
Education
Bachelor of Science - Political Science
Heidelberg College
Tiffin, OHSkills
- Remediation Management
- Able to multi-task in high pressure environments
- Aftermarket and Insurance Product Coordination
- Exceptional communication and negotiation skills
- Microsoft Office, including Excel, Outlook, Word, PowerPoint, and Visio
- Audit and Risk Mitigation
Accomplishments
- Feed the Starving Kids
- Habitat for Humanity
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Interests
Golf
Timeline
Senior Escalations Liaison
Wells Fargo
10.2016 - 10.2024
Business Support Lead Officer ll
Bank of America, Financial Services
09.2013 - 07.2016
Mortgage Service Specialist III-Exposure Mitigation Analyst
Bank of America
09.2012 - 09.2013
Short Sale Closer
Bank of America
09.2009 - 09.2012
Information Technology Recruiter
TEKsystems
07.2007 - 08.2009
Bachelor of Science - Political Science
Heidelberg College