Shane Kelly
Madrid,IA
Summary
Detail-oriented professional with a strong track record in risk control and credit reporting accuracy. Expertise in analyzing complex issues, implementing corrective actions, and collaborating cross-functionally to enhance process quality and safeguard compliance.
Overview
16
16
years of professional experience
Work History
Business Execution Consultant
Wells Fargo
01.2023 - 06.2026
- Investigated credit reporting inaccuracies, addressing credit suppression, rejections from CRAs, and variances.
- Supported senior leadership and management by validating products and technology to ensure alignment with business objectives.
- Managed risk effectively while achieving deliverable goals.
Escalations Representative
Wells Fargo
06.2020 - 01.2023
- Processed credit dispute requests from customers, Credit Reporting Agencies, and internal Wells Fargo employees to ensure accurate resolution.
- Reduced risk for company and customers by correcting inaccuracies in credit reporting.
- Ensured high process quality while achieving minimum production standards.
- Project assistance for CRA (Credit Reporting Agency) reject workload.
Executive Resolution Specialist 6
Wells Fargo
10.2015 - 05.2020
- Respond to, research, analyze, and resolve escalated, or high profile inquiries and complaints.
- Oversaw operational risk management for the complaints team.
- Demonstrate excellent communication with customers, merchants, clients, executives, agencies, regulatory/governmental representatives, and bankers to ensure resolution of all concerns.
- Managed operational risk within complaints team to ensure compliance and effective resolution of issues.
- Manage investor guidelines for best decision outcome while adhering to compliance regulations.
- Ensure identified risks and or problems are clearly documented and resolved.
- Responsible for analyzing customers' financial situations and making recommendations to resolve concerns.
- Review compliance and guidelines of in-process closed or cancelled single/multiple loan / credit exceptions, applications, claims, files and / or online transactions.
- Assist in co-leading learning and development classes for upscale training surrounding certain processes within the mortgage servicing world.
- Assist in mentoring new hire team members and facilitating additional training for team members via side by sides.
- Assist in Second Level Review project to ensure quality accuracy of all written responses provided by the Customer Care and Recovery Group before the document is mailed to our customer.
- Developed strong communication with leaders and other lines of business.
- Gained thorough understanding of complaint management policies to ensure adherence and effective execution in daily tasks.
Home Preservation Specialist 2
Wells Fargo
05.2010 - 10.2015
- Served as primary customer contact during modification and forbearance assistance process, ensuring clear communication and support.
- Analyzed income and expense documents to ensure compliance with operational guidelines, facilitating accurate processing.
- Supported clients in navigating disaster-related payment assistance programs.
- Coached customers on document requirements while guiding them through fulfillment and settlement of modification terms.
Education
Ames High School
Ames, IASkills
- Analytical thinking
- Risk management
- Regulatory compliance
- Risk and Control Management
- Business Process Improvement
- Process improvement
- Data analytics
- Business analysis
- Root cause analysis
- Cross-functional Collaboration
- Stakeholder engagement
- Strategic planning
- Strategic growth management
- Effective communication
- Verbal communication
- Analytical thinking
- Office productivity tools
- Executive support
- Executive support
Timeline
Business Execution Consultant
Wells Fargo
01.2023 - 06.2026
Escalations Representative
Wells Fargo
06.2020 - 01.2023
Executive Resolution Specialist 6
Wells Fargo
10.2015 - 05.2020
Home Preservation Specialist 2
Wells Fargo
05.2010 - 10.2015
Ames High School