Sarah Schulte
Beaverton
Summary
Encouraging manager and analytical problem-solver with over twenty years of experience in the banking industry. Dedicated to leading, motivating, training and team member development. Proficient in using independent decision-making skills and sound judgment to positively impact company success. As well as strong ability to communicate in a clear and effective manner to help establish and strengthen customer and interoffice relationships. Detail-oriented team player with strong organizational skills and ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking a full-time leadership position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving abilities.
Overview
13
13
years of professional experience
Work History
Team Lead Complaints Manager
Wells Fargo Bank, N.A.
12.2018 - 08.2023
- Assisted in directing and supervising team of 15 employees. Evaluated employee performance and conveyed constructive feedback to improve skills.
- Organized and oversaw case assignments, in order to drive operational excellence and ensure time sensitive deadlines are met.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards. Including; case auditing, correspondence review, call monitoring and utilizing reporting.
- Compiled and published reporting daily to oversee complaint volume, resolution time and other relevant metrics.
- Conducted regular one on one desk side sessions and team meetings to help establish performance goals, identify areas of opportunity and provided feedback.
- Supervised team members to confirm compliance and regulatory deadline requirements are met.
- Monitored team performance and compliance regulations by conducting regular case and reporting audits. Documented, communicated and escalated findings as needed.
- Implemented and managed mentoring program to help create helpful training and learning environment.
- Lead and conducted regular training sessions for all different levels of team members and management. Including; company policy and procedures, systems training and research skill development.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Utilized project management skills by independently managing, tracking and training on how to process and track check by phone request for credit card department.
- Drafted and published emails to all levels of employees to discuss case research, policy and procedure, training or project management.
- Escalated importance and time sensitivity of case resolution based on situation, or regulation encountered.
Complaints Case Specialist
Wells Fargo Bank, N.A.
09.2017 - 12.2018
- Responded to in-person, telephone and written inquiries from customers, attorneys and other involved parties.
- Determined appropriate steps and necessary actions required to resolve each case by using critical thinking to break down problems, evaluate solutions and make decisions.
- Researched and utilized multiple systems and business partners to achieve full and complete case resolution.
- Maintained regular customer contact through out entire case investigation. Including providing both verbal and written follow-up communications.
- Prepared final written correspondence to address and resolve complex customer complaints and inquiries.
- Utilized analytical skills, to resolve customer concerns and help to identify and report internal issues.
- Stayed up to date on regulations, policy and procedure to ensure each case resolution was done accurately.
- Managed time efficiently in order to complete all tasks within deadlines.
- Selected to work high value customer complaints, required to closely track each complaint and report identified customer issues to senior management
- Performed detailed documentation, accurate system updating and attaching supporting research documents and any correspondence that will be issued to customer.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Loan Verification Analyst
Wells Fargo Bank, N.A.
04.2013 - 09.2017
- Reviewed, audited and signed legal documents to ensure accuracy to meet compliance standards for each state and court requirements.
- Used industry expertise, customer service skills and analytical nature to resolve errors and ensure quality assurance.
- Created process to organize and monitor pipelines to track status and volume of creditor's claims.
- Supervised day-to-day operations to meet performance, quality and deadline requirements.
- Coordinated and scheduled to meet with notaries when warranted.
- Evaluated employee performance and conveyed constructive feedback to improve skills and eliminate errors.
- Reported daily progress to upper management and maintained log of claims filed.
Legal Operations Specialist
Wells Fargo Bank, N.A.
02.2011 - 03.2013
- Identified authorized party handling estate and updated client contact information.
- Conducted detailed customer intake calls; collected, arranged, and input customer information into database system.
- Worked accounts from intake newly boarded stages through final stages of collections.
- Evaluated, prepared and completed account maintenance, forwarded account to proper department to be monitored and collected on.
- Audited balance calculator to ensure amount being collected is accurate.
- Evaluated credit balance accounts to ensure checks being issued were accurate.
- Researched, created, and prepared legal documents to file creditor's claims with courts.
- Reviewed accounts to determine if company would proceed in taking legal action. Coordinated with attorneys and senior management when necessary.
- Assisted with onboarding of new employees by providing training, resources and skill development.
- Handled daily questions from employees, management and other correlating departments.
Education
High School Diploma -
Westview High School
Portland, OR06.2002
Associate of Science - General Studies
Portland Community College
Portland, OR06-2027
Skills
- Leadership
- Training Initiatives
- Team Relationships
- Employee Coaching and Mentoring
- Constructive Feedback
- Performance Tracking and Evaluations
- Improvement Strategies
- Negotiation and Conflict Resolution
- Operational Policies & Procedures
- Compliance & Quality Assurance Requirements
- Verbal & Written Communication
- Regulatory Compliance
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Timeline
Team Lead Complaints Manager
Wells Fargo Bank, N.A.
12.2018 - 08.2023
Complaints Case Specialist
Wells Fargo Bank, N.A.
09.2017 - 12.2018
Loan Verification Analyst
Wells Fargo Bank, N.A.
04.2013 - 09.2017
Legal Operations Specialist
Wells Fargo Bank, N.A.
02.2011 - 03.2013
High School Diploma -
Westview High School
Associate of Science - General Studies
Portland Community College
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