Tamika Bowers
West Des Moines,IA
Summary
Qualified Quality Assurance Analyst trained in financial processes and recordkeeping. Demonstrates attention to detail and problem-solving abilities spotting and resolving discrepancies. Focused on completing accurate and timely work.
Overview
17
17
years of professional experience
Work History
Quality Assurance Analyst III
Wells Fargo Home Mortgage
01.2007 - Current
- Monitor quality assurance processes to identify gaps and risk assessment
- Perform advanced, comprehensive reviews of multiple types of executive resolution transactions and case reviews within business lines
- Make final scoring decisions on disputes which impact quality results
- Prepare meeting materials to facilitate calibrations to ensure accuracy and consistency of quality scorecards
- Mentor less experienced staff and assist with their development
- Escalate key maintenance errors identified during scoring process and ensure say day resolution
- Collected and analyzed data to measure effectiveness of quality control processes
- Reported problems and concerns to management
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership
- Developed reports and materials for management related to quality goals, progress and challenges
Research Remediation Analyst
- Executive Office
- Demonstrated thoroughness & superior research skills when regarding customer Issues and concerns
- Created accurate, professional, customer-friendly correspondence
- Promoting positive image by responding to incoming correspondence in accordance with external and internal policies and procedures
- Worked independently to complete variety of tasks within departmental SLA guidelines
- Located customer account (s) in various systems of records
- Partnered with other business lines and 3rd party agencies to locate loan and account information to provide resolution for more complex issues
- Examined various system of records to collect important details and verify pertinent customer information
Collections Supervisor
- Supervised team while engaging in reviews and monitoring of accounts, collections, late charges and resolving customer disputes
- Mentored and coached team members not adhering to departmental goals, including developing action plans
- Developed performance improvement plans and recognition programs for team members
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Mentor and guide talent development of direct reports and assist in hiring talent
- Trained new hires and existing employees on new/existing departmental policies and procedures
- Interact with staff and business partners to promote teamwork and departmental effectiveness
- Investigated and reviewed credit risks and collections
- Identified needs and provided training to clarify expectations of collections agents
- Scheduled employees to provide full coverage of incoming and outgoing calls
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers
- Organized meetings for executives and coordinated availability of conference rooms for participants
Collector Team Lead
- Answered questions for current representatives and new hires placed in new collection roles
- Trained team members on new processed and procedures
- Member of Senior Resolution Line
- Handled inbound/outbound calls, reviewed financial statements, and offered work out options to fit needs of customer's
- Assisted with FHA loss mitigation phone team by reviewing documents and communicating with borrowers
- Coached team members in techniques necessary to complete job tasks
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Built strong relationships with customers through positive attitude and attentive response
- Worked with team to identify areas of improvement and devised solutions based on findings
Education
Associates Degree - Business Administration
Upper Iowa University
Fayette, IA05.2019
Skills
- Call Center Leadership Escalations Customer Service Training and Development
- Research & Remediation Collections Quality Assurance Monitoring Coaching
- Identifying Risks
- Bankruptcy Processes
- Analytics and Research
- Auditing
- Business Operations
- Loan Documentation
Timeline
Quality Assurance Analyst III
Wells Fargo Home Mortgage
01.2007 - Current
Research Remediation Analyst
Collections Supervisor
Collector Team Lead
Associates Degree - Business Administration
Upper Iowa University
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