Taylor Cochran
Charlotte,NC
Summary
Polished and professional at Wells Fargo successful at supporting executive productivity and business operations. Knowledgeable about banking and customer service practices and regulations, as well as office management protocols and high-level complaints. Works well with minimal oversight to carry out demanding work.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Investigations Associate
Wells Fargo Bank
10.2023 - Current
- Train, consult, and provide risk based investigative products and services to all lines of business.
- Make risk-based decisions in compliance with company based on legal and regulatory requirements and recommends actions in response to investigations.
- Review basic or tactical issues, policies or procedures and low-to-medium risk tasks and deliverables.
- Function under a moderate degree of guidance and supervision with limited exposure to client senior management.
- Collaborate with employee relations, legal, business management, and other resources to offer decision recommendations based on investigation results.
- Serve as the primary client contact on assigned casework.
- Experience with systems such as MSP,Hogan, CIV, SVP, ECMP, NICE, MS Excel, familiarity or experience with other businesses, systems/ products and etc.
Customer Resolution Specialist
Service Mac USA
12.2022 - 09.2023
- Interaction with customers, including highly escalated, to provide an acknowledgment and statuses of their inquiry. This will include emails, inbound and outbound calls.
- Written communication - including being able to compose a letter and written email.
- Handle email escalations from customers regarding their home mortgage accounts such as reviewing account issues, bankruptcies, foreclosures and etc.
- Investigates, coordinates, and tracks a wide range of customer issues and problems.
- Manage an inventory/pipeline of assigned cases and maintaining compliance with critical dates.
- Performs intake to determine appropriate course of action. Conducts investigative steps to fully identify the issues; research.
- Strong verbal, written, interpersonal communication skills
and outstanding problem solving, critical thinking with analytical skills.
Escalations Specialist II
Wells Fargo Bank
08.2020 - 12.2022
- Ability to handle multiple competing projects concurrently.
- Demonstrated ability to build strong partnerships with partners in the business, operations, control and compliance. Handles emails, written letters and inbound/outbound calls with internal and external customers regarding mortgage products and services requiring special handling.
- Performs intake to determine appropriate course of action.
- Ensure full understanding of project impacts that translate into comprehensive engagement strategies.
- Conducts investigative steps to fully identify the issues; research product and account information, terms, conditions, contracts, and other legal documents; creates correspondence as needed.
- Processes complex and/or corrective transactions online (including monetary and non-monetary actions), identifies trends and provides feedback/reporting to appropriate party; communicates with customers (inbound/outbound calls), executives, agencies, regulatory/governmental representatives, bankers and/or others to ensure resolution of escalated matters; ensures identified risks and/or.
- Ability to handle multiple competing projects concurrently
and demonstrated ability to build strong partnerships with partners in the business, operations, control and compliance. - Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations.
HR Specialist IV(SWAT Team)
Wells Fargo Bank
06.2021 - 08.2022
- Responsible for providing phone support for HR Specialists, tier two support for HR team members and domain knowledge/processing expertise to handle domain partner inquiries.
- Manage worklists volumes associated with HR Specialists cases, including the research and resolution for the customer.
- Ensure all cases and communications meet the needs of the customer as well as provide feedback to management concerning recurring concerns/issues.
- Researches, reviews, analyzes, and recommends actions from various specialized personnel reports.
- Ability to research and resolve complex customer issues regarding the capability to effectively document notes in a case management system in a clear and concise manner.
- Project Management/Coordination , Annual Benefits Enrollment Testing and Trained new hires in payroll, qualified events, benefits, leave of absence and online tools skills.
HR Escalations Associate
Wells Fargo Bank
08.2017 - 06.2021
- Research and resolve escalated inquiries and complaints including review of in team members timesheet,pay,benefits, paid time off, leave of absence, workday online tools and etc.
- Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online.
- Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters.
- Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations.
- Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints.
Education
Bachelor of Science - Business Communication
Strayer University
High School Diploma -
Lower Dauphin High School
Timeline
Investigations Associate
Wells Fargo Bank
10.2023 - Current
Customer Resolution Specialist
Service Mac USA
12.2022 - 09.2023
HR Specialist IV(SWAT Team)
Wells Fargo Bank
06.2021 - 08.2022
Escalations Specialist II
Wells Fargo Bank
08.2020 - 12.2022
HR Escalations Associate
Wells Fargo Bank
08.2017 - 06.2021
Bachelor of Science - Business Communication
Strayer University
High School Diploma -
Lower Dauphin High School
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