Valerie Trevino
Banking
San Antonio,TX
Summary
6+ years of business execution, implementation, or strategic planning experience, risk management, quality assurance, business operations, compliance, account resolution, customer contact, and service.
Overview
17
17
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo Bank, N.A.
San Antonio, TX
06.2017 - Current
- Resolve highly escalated complaints in a professional manner while remaining empathetic to their concerns.
- Ability to demonstrate strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Meeting daily/monthly performance goals established by management team members.
- Understanding of credit related financial regulations (ex: UDAP, FCRA, Reg Z).
- Assisting co-workers and peers during busy periods or whenever needed in order to proceed with complex complaint cases.
- Ensuring risk and compliance regulations are met to adhere with all applicable laws and regulations.
- Participate in training sessions designed to improve overall job performance.
- Volunteering to gather project scope information through in-depth requirement reviews.
- Serve as the SME for policies, procedures, practices and expertise for GEM Path Tool.
- Identify areas of improvement, to narrow the focus for decision-makers in making necessary changes.
- Utilizing a document management system to organize company files, keeping up-to-date and easily accessible data.
- Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals.
- Develop forecasting models based on historical performance data for future decision-making purposes.
- Provide detailed information to support teams on customer escalations, including root cause analysis and resolution details.
- Analyze prior customer escalations to develop strategies for preventing future occurrences.
- Participate in regular meetings with management to discuss escalated case progress and solutions.
- Conduct research into specific cases as needed in order to properly resolve issues at hand.
- Draft written correspondence for customers regarding their escalated cases, as well as internal communications about those cases.
- Ability to exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.
- Identify and recommend opportunities for process improvement and risk control development.
- Provide guidance through mentoring, training and development.
Home Preservation Specialist II
Wells Fargo Bank, N.A.
San Antonio, TX
06.2012 - 06.2017
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Analyzed customer credit reports and financial documents to identify potential solutions.
- Provided guidance and support to customers throughout the default resolution process.
- Responded promptly to customer inquiries via phone, email, or letter regarding their accounts.
- Maintained accurate records of all customer interactions in a timely manner.
- Ensured compliance with applicable laws and regulations pertaining to debt collection activities.
- Collaborated with internal departments such as underwriting,
foreclosure, legal, and risk management, when necessary. - Drafted letters and other correspondence related to debt collection efforts and client disputes.
- Conducted research into specific cases as needed in order to properly resolve issues at hand.
- Collaborated with internal departments such as legal, finance, risk management. when necessary.
- Processed payments from customers according to established policies and procedures.
- Monitored customer accounts for any changes or updates that may affect resolutions.
- Participated in team meetings to discuss strategies for improving customer service levels.
- Completed administrative tasks such as updating accounts, producing letters and organizing documents.
- Adhered to company standards, federal guidelines and fair collection practices.
- Authored settlement agreement documents containing resolutions and obtained signatures from both parties to finalize agreements.
- Escalated complex issues that arose during the collection process.
Online Customer Service Representative
Wells Fargo Bank, N.A.
San Antonio, TX
06.2011 - 06.2012
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
- Provided technical assistance to customers with product setup and usage.
- Resolved general customer complaints and inquires.
- Assisted customers with account maintenance issues such as password resets, payment processing.
- Created detailed documentation of each customer interaction for future reference purposes.
- Suggested additional products or services to meet the customer banking needs.
- Demonstrated excellent communication skills when handling difficult customer service situations.
- Identified areas where processes could be improved and made recommendations to management team.
- Monitored incoming calls to ensure quality standards were met.
- Developed strategies to improve customer service experience.
- Provided feedback to other departments regarding any identified problems.
- Adhered to company policies and procedures for handling sensitive data.
- Escalated complex queries or complaints to senior staff members for resolution.
- Participated in training sessions related to new products or services.
- Stayed up-to-date on industry trends and changes in products and services offered by the company.
- Maintained composure and patience in dealing with aggressive customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Refined and demonstrated excellent listening skills by asking probing questions and overcoming objections.
- Updated information and details of calls and inquiries in customer service database for future reference.
Team Leader Manager
Centralized Showing Service Inc.
San Antonio, TX
01.2007 - 06.2011
- Assigned and monitored daily tasks for team members.
- Provided guidance, coaching, and feedback to team members.
- Organized team meetings to discuss progress and challenges.
- Developed strategies to increase productivity and efficiency of the team.
- Implemented new processes and procedures as needed.
- Created and maintained a positive work environment for employees.
- Maintained records of employee performance reviews.
- Resolved conflicts between team members in a timely manner.
- Ensured compliance with company policies and regulations.
- Recruited, trained, and supervised new staff members.
- Identified areas where teams could improve their skillset.
- Developed strategies to motivate employees in achieving goals.
- Fostered positive employee relationships through communication, training and development coaching.
- Oversaw daily workloads and workflow for smooth operations.
- Motivated team members to consistently achieve or exceed performance expectations.
- Delegated work assignments and prioritized tasks.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Reviewed candidate resumes and scheduled and interviewed potential new hires.
- Supported HR staff with recruiting and retaining high-performing talent.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Skills
- Ability to navigate multiple computer systems and applications
- Experience determining the root cause of identified issues
- Excellent verbal, written, and interpersonal communication skills
- Excellent organizational and time management skills with the ability to prioritize work, process multiple tasks simultaneously, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
System Knowledge
- Extensive knowledge and experience in MSP, NICE, Early Resolutions (ER), MARS, Operations Image Browser (OIB), Global Event Management (GEM), Imaging & Content Management Platform (ICMP) and ECMP software platform/systems.
- Experience with Customer Information View (CIV) and NICE Call Recording, Look Back Tool.
- Intermediate in SVP, and Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access).
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
- Knowledge of Chucky, AACER, SharePoint, HOGAN, JIRA and Microsoft OneNote.
BANK REGULATORY KNOWLEDGE
- Strong understanding of the bank regulatory requirements as it pertains to fraud risk management and payments such as Reg CC, E, F, Z, V and other applicable laws and regulations with regards to fraud prevention, detection, recovery, and investigations.
- Knowledge of federal laws, rules, regulations, and applicable guidance to include: UDAAP, TILA/REG Z, Reg P, Reg E Heightened Standards.
- Experience working with regulatory agencies, litigation requests and SHRP.
References
References available upon request.
Education
High School Diploma -
John F. Kennedy High School
San Antonio, TX 1998 - 2001
Timeline
Senior Escalation Representative
Wells Fargo Bank, N.A.
06.2017 - Current
Home Preservation Specialist II
Wells Fargo Bank, N.A.
06.2012 - 06.2017
Online Customer Service Representative
Wells Fargo Bank, N.A.
06.2011 - 06.2012
Team Leader Manager
Centralized Showing Service Inc.
01.2007 - 06.2011
High School Diploma -
John F. Kennedy High School
1998 - 2001
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