Robert Attaway
Gresham,Oregon
Summary
Dynamic Branch Operations Lead at JP Morgan Chase with a proven track record in optimizing operational performance and mentoring teams. Skilled in compliance and documentation review, I drive efficiency and resolve complex issues, ensuring exceptional customer service and team productivity. Committed to fostering a motivated work environment and achieving strategic goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Branch Operations Lead
JP Morgan Chase
Portland, OR
12.2022 - Current
- Leading a team to ensure operational processes and procedures are followed efficiently and effectively.
- Supporting the branch manager with the branch's daily operations and cash adherence with cash entities.
- Able to work independently with little to no supervision, and run the branch smoothly and effectively when the branch manager is out of the office.
- Providing guidance and mentorship for junior staff members.
- Provide weekly and monthly coaching on policies and procedures to make sure branch staff is update with any changes and what is expected pertaining to their individual roles.
- Resolving escalated, complex issues involving customers around policy and branch procedures.
- Ensuring compliance with applicable regulations and industry standards in regard to employee performance.
- Actively participate in planning sessions for new projects or initiatives centered around teaching employees to help with digital tools for the customers.
- Developing and implementing effective strategies to optimize operational readiness.
- Trained, mentored and motivated employees to maximize team productivity.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
Mortgage Processor Level 3
Wells Fargo
Portland, Oregon
06.2019 - 06.2022
- Achieved closure on 15.or more loans per month.
- Explained the process of mortgage and relocation application process from start to finish and assisted with customer questions and concerns.
Ensured collection of sensitive documentation like income, insurance, statements, etc for thorough loan processing.
Provided continuous support to customers via email and phone during applications.
Interfaced with title companies and external parties to streamline application workflows.
Analyzed customer credit histories along with necessary legal and financial documents.
Clarified locked-in rates and terms for HELOC or mortgage clients.
Supported underwriters in evaluating applications to enhance efficiency.
Arranged closing appointments for approved loans while liaising with various departments. - Reviewed borrower documentation for compliance with regulatory standards and guidelines.
- Coordinated communication between lenders, borrowers, and real estate agents throughout process.
Customer Correspondence Agent
Wells Fargo
Oregon
09.2018 - 06.2019
- Responsible for receiving and responding to customer mail correspondence. Apply Federal, State, and local laws and regulations. Assist branch and other areas of operations within Wells Fargo in relation to customer complaints or questions. Respond via email, phone, or other forms of correspondence. Assists other internal departments with customer issues.
- Recently been assisting with research of complaints or complex issues regarding regular payments, check payments. Assists local and national law enforcement or Federal Government Agencies with research requests.
Tech Team Member Specialist
Onpoint Credit Union
Portland, Oregon
05.2018 - 09.2018
- Responsible for taking calls in the Online Banking Tech line. Assisted business members with Quicken and Quick Books product compatibility issues. Filed case logs and login issues, bill pay issues or other tech related issues. Also responsible for educating customer on credit union products, policies, and regulations. Handled multiple calls a day in the inbound call center. Also handled general banking issues. Assists with online or electronic check payments.
Customer Service Tech 2
NW Natural Gas
Portland, Oregon
05.2017 - 09.2017
- Responsible for assisting customer and contractors with service orders. Took payments for customers and set up payment plans in accordance with the Public Utility Commission. Collected bad debts on old accounts. I provided excellent customer service when taking new customer applications. Helped with the collecting of information for emergency calls.
Customer Service Banker Level 3
U.S. Bank
Portland, Oregon
02.2013 - 04.2017
- February 2016 Promoted to Online Banking and Bill pay software support. I assist customers with issues on accessing the U.S. Bank website as well as assist with the setting up, editing, and deletion of customer bills and transfers. I help manage the bill pay software and report bugs or issues that are currently affecting the operations of our website and servers. I complete computer trouble shooting and basic browser trouble shooting. If trouble shooting is ineffective I file cases in our case management software or reach out to our Online Operations department for further assistance or follow other procedures. Assist our EFRAUD team with going over and inspecting transfers that could potentially be fraudulent. Able to use a multiple line phone system.
- October 2015 Loan and mortgage servicing. Able to go over loan contracts, credit line accounts, and assist with all other questions. Experience in processing after hours fraud claims. Manually inputting customer sensitive and personal information into our system.
- February 2013 - Customer service rep. Responsible for helping customers manage their accounts, offer products and alternatives to further their wealth growth. Also responsible for filing of disputes and errors following Federal regulations and Guidelines. Responsible for collecting and safeguarding customer’s sensitive and personal information. Helped process credit card and loan payments effectively. Pulls copies of customers contracts Answers heavy volume of calls about 110 per day. Also follows QA guidelines for each call.
Electronics Sales Associate
Sears
Happy Valley, Oregon
04.2012 - 02.2013
- Responsible for sales of electronics and the stocking of the electronics area of merchandise. Handled money and customer info in a responsible and professional manner.
68W Recruit
U.S. Army
Fort Jackson, SC
08.2011 - 03.2012
- Executed plans on military training and weapons marksmanship.
Education
High School Diploma -
Century High School
Hillsboro, Oregon06.2005
Diploma - Military Studies
Oregon Youth Challenge Military School
Bend, Oregon12.2004
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NHSkills
- Customer service
- Computer literacy
- Communication skills
- Time management
- Microsoft Excel
- Documentation review
- Microsoft Word
- English
- Team leadership
- Procedure implementation
- Motivational attitude
- Staff supervision
- Team Training
Affiliations
- Always studying new areas of business and production
- Father of three
- Clean and organized
Certification
- Licensed Notary Republic with the State of Oregon
References
References available upon request.
Timeline
Branch Operations Lead
JP Morgan Chase
12.2022 - Current
Mortgage Processor Level 3
Wells Fargo
06.2019 - 06.2022
Customer Correspondence Agent
Wells Fargo
09.2018 - 06.2019
Tech Team Member Specialist
Onpoint Credit Union
05.2018 - 09.2018
Customer Service Tech 2
NW Natural Gas
05.2017 - 09.2017
Customer Service Banker Level 3
U.S. Bank
02.2013 - 04.2017
Electronics Sales Associate
Sears
04.2012 - 02.2013
68W Recruit
U.S. Army
08.2011 - 03.2012
High School Diploma -
Century High School
Diploma - Military Studies
Oregon Youth Challenge Military School
Bachelor of Science - Business Administration And Management
Southern New Hampshire University