Home Equity Specialist
Wells Fargo
Roanoke, VA
05.2019 - Current
- Home Equity Top Banker of the Month, October 2022.
- Top 10% Banker in Home Equity Roanoke, 3rd Quarter 2022.
- Top 10% Banker in Home Equity Roanoke, 4th Quarter 2022.
- Provide exceptional bilingual account servicing to Wells Fargo Home Equity and cross trained in Mortgage Customer Service.
- Consistently meet and exceed performance metrics.
- Bilingual assistance and support of Spanish-speaking customers for Home Equity and Mortgage.
- Advise customers from different backgrounds in Home Equity, Banking, and Mortgage products, services, while meeting or exceeding departmental requirements.
- De-escalate and resolve complex customer issues, including coordinating and collaborating with other Wells Fargo departments and services.
- Adapt quickly to changing circumstances, policies, and procedural changes affecting Home Equity within Wells Fargo.
- Act as Business Lead Expert providing real-time assistance and support through Help Chat for wide variety of processes, procedures, and complex situations to Home Equity (Roanoke, VA) and Account Resolution (Phoenix, AZ) teams.
- Provided Support as Business Lead Expert to Learning & Development Department and Business Execution consultants by Presenting Home Equity Product to Managers, Supervisor and Team Leads in order to get team members trained for Home Equity to satisfy departmental servicing needs when necessary.
- Member of Pilot for Home Equity Correspondence tool and Equity Information Viewer (CIV) roll-outs providing beta testing and feedback.
- Collaborate with supervisory staff to provide real-time translation, coaching, and feedback for Spanish calls.
- Assist supervisory staff with special projects as assigned such as presenting Team Meeting Reports, one-on-one coaching and support.
- Provide assistance with technology support from systems setup and orientation to troubleshooting hardware.
- Develop and present curriculum to a wide variety of audiences including Home Equity new hire training as Class Coach, to high-level overview of Home Equity Product including systems, procedures, expectations.
- Provide onboarding orientation, coaching, and support for team members returning from extended leave.
- Identify and initiate discussion around areas of opportunity for process improvement and areas of risk, as well as presenting ideas and suggestions for resolution.
- Proven ability to learn quickly and adapt to new situations.
