Royce Bates
White Bear Lake,MN
Summary
Dynamic Senior Escalation Representative at Wells Fargo Bank, N.A., adept at conflict resolution and client relationship management. Enhanced customer satisfaction through timely complaint resolution and strategic data analysis. Proven ability to collaborate effectively with teams, driving process improvements and ensuring regulatory compliance while maintaining high performance metrics.
Overview
9
9
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo Bank, N.A.
10.2020 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Managed escalated customer complaints company wide, which in some cases required special handling. Working quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by maintaining positive relations with customers and key stakeholders.
- Developed and maintained positive customer relations and coordinated with team members and other internal business lines to provide appropriate course of action, resolutions, handle requests, and answer questions.
- Supported less experienced individuals in providing resolution for client inquires and complaints.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
Business Service Consultant
Wells Fargo Bank, N.A.
10.2019 - 09.2020
- Communicated internal procedures with team members, ensuring the appropriate course of action was follow initially.
- Completed internal audits of high value business accounts and Small business accounts to insure the appropriate business documentation and filing documents were accounted for and to insure we were in compliance with regulations.
- Analyzed complex data sets to uncover insights that informed strategic decision-making for team members.
- Delivered customized training sessions to team members on various topics relevant to clients'' needs, enhancing their capabilities and skillsets significantly.
- Partnered with sales representatives during initial consultations with prospective clients to understand their specific requirements thoroughly.
Phone Banking Officer
Wells Fargo Bank, N.A.
01.2016 - 09.2019
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Mitigated potential security risks by verifying client identities before discussing sensitive account information over the phone.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Navigated complex banking systems proficiently, increasing accuracy of customer data entry and reducing errors.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Assisted in training new hires through knowledge sharing sessions about best practices in phone-based banking support
Skills
- Conflict Resolution Expertise
- Client relationship management
- Data analysis
- Regulatory compliance
- Effective Team Collaboration
- Performance metrics
- Multitasking capacity
- Critical thinking
- Time management
- Communication skill
Timeline
Senior Escalation Representative
Wells Fargo Bank, N.A.
10.2020 - Current
Business Service Consultant
Wells Fargo Bank, N.A.
10.2019 - 09.2020
Phone Banking Officer
Wells Fargo Bank, N.A.
01.2016 - 09.2019
Similar Profiles
Troy ClementTroy Clement
Vice President/Business Support Manager/Account Manager/Account Associate at Wells Fargo Bank, N.A. (acquired by Computershare Trust Company, N.A. Nov.2021)Vice President/Business Support Manager/Account Manager/Account Associate at Wells Fargo Bank, N.A. (acquired by Computershare Trust Company, N.A. Nov.2021)
Arian SaberniaArian Sabernia
Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.Home Mortgage Sales Consultant at Wells Fargo Bank, N.A.
Kristina Marie AlvarezKristina Marie Alvarez
Branch Operations Coordinator at Wells Fargo Bank, N.A.Branch Operations Coordinator at Wells Fargo Bank, N.A.
Annakay DaleyAnnakay Daley
Teller at Wells Fargo Bank, N.A.Teller at Wells Fargo Bank, N.A.
Kenneth R. PeltoKenneth R. Pelto
Program Specialist at Ramsey County Parks & RecreationProgram Specialist at Ramsey County Parks & Recreation