Santos Ybarra
Visalia,CA
Summary
Dynamic professional with extensive experience at Wells Fargo & Company, excelling in customer service and regulatory compliance. Proven track record in process improvement and employee training, consistently achieving high-quality results. Adept at data analysis and fostering teamwork, I effectively resolve complex customer inquiries while enhancing operational efficiency.
Overview
15
15
years of professional experience
Work History
Senior Customer Resolution Representative
Wells Fargo & Company
Irving, TX
12.2017 - 04.2025
- Researched customer accounts, including checking/savings, credit cards, loans, auto, and mortgage complaints.
- Updated procedures for all researched accounts to enhance operational efficiency.
- Ensured adherence to company policies and procedures consistently.
- Piloted department programs while training employees on new initiatives.
- Exhibited strong problem-solving skills in addressing complex customer inquiries.
- Managed an assigned work pipeline, meeting all deadlines effectively.
- Achieved high-quality scores across all completed tasks.
- Collaborated with other business units to streamline workflows.
Bankruptcy Specialist/Research & Remed Analyst
Wells Fargo & Company
San Antonio, TX
05.2013 - 12.2017
- Processed customer mortgage payments and serviced accounts to ensure accurate financial records.
- Initiated reviews for loan workouts in bankruptcy and assisted with foreclosure cases.
- Reviewed mortgage lines for pre-foreclosure due diligence, ensuring compliance with state regulations.
- Analyzed audit results to identify root causes and provided findings with actionable plans.
- Maintained departmental quality control by identifying issues and promptly escalating to management.
- Collaborated with management on escalated issues, providing resolution support.
- Developed procedures for departmental operations to enhance efficiency and effectiveness.
- Trained employees on processes and addressed inquiries regarding departmental functions.
Bank Teller/Correspondence Representative
Wells Fargo & Company
Dallas, TX
01.2010 - 05.2013
- Educated customers on various banking services offered at branch.
- Maintained accurate records of all financial transactions and balanced teller drawers daily.
- Processed customer transactions efficiently, ensuring swift service.
- Assisted with opening and closing procedures of bank operations.
- Serviced accounts and processed payments for auto and recreational vehicles.
- Handled escalated customer inquiries over the phone to resolve issues.
- Processed customer requests for letters such as paid in full and payoff quotes.
Education
BBA - Finance
The University of Texas At Arlington
Arlington, TX05-2021
Skills
- Customer service
- Data analysis
- Regulatory compliance
- Quality assurance
- Employee training
- Process improvement
- Account servicing
- Teamwork and collaboration
Languages
Spanish
Professional
Timeline
Senior Customer Resolution Representative
Wells Fargo & Company
12.2017 - 04.2025
Bankruptcy Specialist/Research & Remed Analyst
Wells Fargo & Company
05.2013 - 12.2017
Bank Teller/Correspondence Representative
Wells Fargo & Company
01.2010 - 05.2013
BBA - Finance
The University of Texas At Arlington
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