Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Robin L. Smith

Riverton

Summary

Accomplished Senior Quality Assurance Administrator at Wells Fargo, adept at ensuring compliance with banking regulations and enhancing customer service quality. A detail-oriented professional with excellent writing skills, I effectively resolve complex complaints and train new hires, contributing to a collaborative team environment and consistently exceeding performance expectations.

Overview

44
44
years of professional experience

Work History

Senior Quality Assurance Administrator

Wells Fargo, NA
Salt Lake City
02.2023 - Current
  • I review complaint cases opened for credit cards, lines of credit, and unsecured loans.
  • I verify that all the customer issues have been resolved correctly, using established procedures.
  • I verify that all bank regulations and federal regulations have been followed.
  • I review that all written correspondence follows brand standards and includes the correct case resolution.

Quality Assurance Associate

Wells Fargo Bank
Salt Lake City
11.2019 - 02.2023
  • I evaluated customer service calls in order to assure that the bankers are following federal and banking regulations.
  • I evaluated calls for consumer lending. This encompasses credit cards, retail cards, Dillard's, personal lines and loans, and chat interactions for all of the lines of business.
  • I trained new hires and helped answer questions for fellow employees.
  • I was given many special projects by the managers in my department.

Resolution Team

Wells Fargo Bank
Salt Lake City
09.2018 - 11.2019
  • Branch Bankers opened up complaints and research claims for customers. I would work the claims from start to finish.
  • I took calls from branch bankers to provide them with the correct procedures used to help customers with complex issues.
  • I took calls from branch bankers and provided them with information to help the customers with whatever issue they may be experiencing.
  • I used many complex banking systems to research and complete my work.

Apple Business Chat/Social Media

Wells Fargo Bank
Salt Lake City
09.2017 - 09.2018
  • Apple Business Chat was a new department being developed between Apple and Wells Fargo.
  • I was part of the team from the inception.
  • We were to answer customer questions sent to the bank from Apple iPhones.
  • This department was eventually dissolved.
  • I was then trained in Social We would answer customer questions and open complaint cases as needed, using the social media platforms.

Quality Assurance

Wells Fargo Bank
Salt Lake City
11.2015 - 09.2017
  • I reviewed calls from customers to Wells Fargo Consumer Banking, Online Customer Service, and Military Banking.
  • We would review the call and score the bankers in customer service, bank policy, and federal regulations.

Bill Pay Claims

Wells Fargo Bank
Salt Lake City
09.2011 - 11.2015
  • I started out researching missing Bill Pay payments.
  • I worked my way up to an auditor's position.
  • Our goal was to be sure our Bill Pay claims were worked in a timely manner to assure the bank was staying in Reg E compliance.
  • While in Bill Pay, my production, claims, and QA exceeded or met expectations.
  • I had been hired from Branch Banking and had to learn to use all new systems, as they were not used in the branch.

Branch Banking

Wells Fargo Bank
Riverton and Sandy
08.1981 - 09.2011
  • I worked in branch banking as a teller, lead teller, and banker (new accounts).
  • I helped the customers by processing their transactions (deposits, withdrawals, payments), issued cashier's checks and money orders, savings bonds, foreign currency, and check cashing.
  • I ordered coin, currency, and branch supplies.
  • Prepared currency shipments and accepted currency orders.
  • I trained new tellers.
  • The most important part of my job was to prepare for audits.
  • As a banker, I would help customers reach their financial goals.
  • I opened new accounts, such as checking, savings, CDs, safe deposit boxes, credit cards, home equity loans, and auto loans.

Education

Associate of Arts -

Salt Lake Community College
01.1993

High School -

Bingham High School
01.1981

Skills

  • Quick learner
  • Detail-oriented
  • Excellent writing skills
  • Excellent verbal skills
  • Team player
  • Positive attitude
  • Collaborative
  • Customer service

Affiliations

  • While working in the branch in 2012, I was selected to go to New Jersey to train Wachovia bankers to use the Wells Fargo systems.
  • While in Quality Assurance in 2017 I was honored with the Star Banker Award.
  • In 2016 I was a runner-up for the Utah Wells Fargo Volunteer of the Year.

Timeline

Senior Quality Assurance Administrator

Wells Fargo, NA
02.2023 - Current

Quality Assurance Associate

Wells Fargo Bank
11.2019 - 02.2023

Resolution Team

Wells Fargo Bank
09.2018 - 11.2019

Apple Business Chat/Social Media

Wells Fargo Bank
09.2017 - 09.2018

Quality Assurance

Wells Fargo Bank
11.2015 - 09.2017

Bill Pay Claims

Wells Fargo Bank
09.2011 - 11.2015

Branch Banking

Wells Fargo Bank
08.1981 - 09.2011

Associate of Arts -

Salt Lake Community College

High School -

Bingham High School

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Robin L. Smith