Shariffa Kader
Waukee,IA
Summary
Seek a position where I can utilize my skills to the fullest potential. I am a quick learner and thrive in a fast-paced environment with the ability to consistently meet deadlines with little supervision, detail-oriented, organized, and efficient.
Overview
11
11
years of professional experience
Work History
Escalation representative
Wells Fargo
05.2022 - Current
- Researching customer transactions to resolve credit bureau disputes
- Train new team members
- Pre QA cases for new team members
- Working with executive office to research and resolve customer complaints regarding their credit scores
- Working on executive rush cases by immediately resolving and creating manual cases
- Resolving credit bureau disputes for personal lines and loans
- Working on fraud reports to determine accounts are deleted appropriately
- Working on fraud blocks to create fraud cases for customer and blocking fraud accounts
- Manually resolving cases in e-oscar
- Working with credit bureaus to reinsert customer trade lines.
Escalation Representative (RETAIL)
Wells Fargo Card Services
04.2021 - 04.2022
- Resolving customer queries by researching their account to move payments to correct cycles
- Research customer accounts for accuracy
- Adjusting minimum payments to reflect customer’s new balances
- Resolving any misapplied payments applying them to correct promotions
- Adjusting merchant terms for promotions per customer and merchant requests
- Working closely with customer and merchant to resolve any payment plans and disputes
- Resolving any other queries for customers via correspondence and inbound calls.
Fraud and claims operations representative 3
Wells Fargo Card Services
10.2017 - 04.2021
- Take inbound calls from customers to help them file disputes
- Place outbound calls to customers and merchants to research transactions to be able to file the disputes correctly
- Worked both fraud and non-fraud claims
- Receiving responses to disputes and determine if we can close the dispute or file pre arbitrations and arbitrations
- Staying on top of the cases to meet time frames
- Contact customers to validate transactions
- Fill out complaint forms and send them to executive office
- Send letter to customers to research their claims further
- Mentoring team members to help train them with the procedures and policies.
Loan Servicing Specialist II – Lien release
Wells Fargo Home Mortgage
04.2014 - 07.2015
- Prepare mortgage loan release documents and required cover letters
- Retrieve necessary information when the custodial file or images do not contain all required information for the completion of the lien release
- Request and verify accuracy of recording fee checks
- Develop and maintain positive, effective working relationships with county offices, title companies, custodians, service vendors and other departments critical to the achieving objectives
- Maintain accurate production tracking records
- Resolve and respond to complex research inquiries and complaints, working with customers, 3rd parties, lenders, and internal departments
- Serve as subject matter expert and resource for team members, providing assistance and training
- Assist management in creating procedures used by the Lien Release team
- Ensure compliance with Wells Fargo, investor, legal, regulatory, and business policies.
Loan Servicing Specialist I
Wells Fargo Home Mortgage
02.2013 - 03.2014
- Receive fax from borrowers and create respective G.E.M cases
- Receive mail from borrowers and create respective G.E.M cases
- Help in opening and sorting mail from borrowers
- Create tax checks for borrowers
- Distributed documentation to appropriate departments.ie foreclosure, Bankruptcy, Cease and Desist and Office of the president
- Familiarize with state, Federal and Wells Fargo policies and procedures regarding cases documenting foreclosure, bankruptcy, Cease and Desist and Office of the president
- Assist management in annual United Way campaign for maximum team involvement.
Education
Accounting certificate -
Strathmore University
01.2011
Graduated -
Our Lady of Mercy High School
01.2008
Skills
- Proficient in Microsoft Word, PowerPoint, Excel, Access, and Quick Books
- Experience in mentoring and coaching
- Experience with conducting quality reviews
Qualification Summary
- Experience of 6+ years in credit card and mortgage servicing.
- Experience in credit bureau disputes dealing with cards and personal line and loans.
- Experience conducting research on Wells Fargo programs: FDR, PREVENT, AXCIS, CSS, DASH, NICE, RECON2000, DATE CENTER /FEE FINDER, G.E.M, TRACKER, FIDELITY /CPI, E-OSCAR CDRS, CDRS PEGA, SHAW, HOGAN FIRST TRACK.
- Experience with retail cards and merchant services.
- Leadership experience in training and mentoring new hires and existing employees.
- Utilize Microsoft word, excel, access and power point.
- Experience with working bankruptcy cases to resolve credit bureau disputes
- Knowledge of credit card and credit bureau disputes.
- Experience with case management of customer complaints.
Languages
English
Full Professional
Hindi
Professional Working
Swahili
Professional Working
Arabic
Limited Working
Timeline
Escalation representative
Wells Fargo
05.2022 - Current
Escalation Representative (RETAIL)
Wells Fargo Card Services
04.2021 - 04.2022
Fraud and claims operations representative 3
Wells Fargo Card Services
10.2017 - 04.2021
Loan Servicing Specialist II – Lien release
Wells Fargo Home Mortgage
04.2014 - 07.2015
Loan Servicing Specialist I
Wells Fargo Home Mortgage
02.2013 - 03.2014
Accounting certificate -
Strathmore University
Graduated -
Our Lady of Mercy High School
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