VICKIE L. WELLS
Charlotte,NC
Summary
Talented Senior Business Associate offering more than 10 plus years of experience in research and investigation. Applies keen business sense, proactive style and diligent approach to accomplish challenging quality and cost effective objectives while staying in compliance.
Detail oriented and analytical leader experienced in Risk Management, Auditing/Investigating, Quality Assurance and Mortgage Default services. With demonstrated coaching and leadership skills who train less experience staff members build developmental and cross functional skills. Motivated professional with a proven record of putting customers’ needs first by generating and building relationships, managing projects from conception to completion with the ability to multi-task. Complex Problem Solving, Active Listening, Judgement, Decision-Making skills and Aptitude for Strategic thinking and Planning.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Business Execution Administrator/ Business Support Associate 2
Wells Fargo Consumer Small Business Banking
Charlotte, NC
08.2019 - 07.2022
- Unclaimed Property Operations
- Monitored Unclaimed Property Operations email box, evaluate, create and assign Service Call tickets for issue, inquiry and complaint emails from customers and bankers to bring inquires to resolution status
- Correspond with Executive Office and Enterprise Complaint Management Office employees on behalf of customer complaints and escalations
- Consult with legal and regulatory adherences in order to stay compliant when sending legal documents, such as affidavits, to appropriate account holders, heirs, executors of estates, following up with proper legal documents and forms showing entitlement, follow strict guidelines with third party individuals and entities
- Work daily with changing priorities and deadlines to achieve goals, often work under pressure in a dynamic and complex environment using multiple spreadsheets, shared drives and systems
- Adhered to Wells Fargo policies, procedures and maintenance of all controls surrounding due diligence process by notifying customers of pending escheatment of property
- Various functions within Unclaimed Property Operations, using variety of programs/system of records maintaining accurate information on spreadsheets and share drive to record information
- Handled numismatic and tangible collectibles, analyzed all contents and other articles for jurisdictional reporting for escheatment and auction states
- Processed unclaimed safe deposit box contents for Repository
- Following multiple LOB’s (lines of business) while maintaining high-risk management control for unclaimed property
- Performed data analysis, audit adjustments, scan information to management mailbox/share drive, processed customer for reclaim of contents accordingly
- Inventoried safe deposit box contents while ensuring quality control, accuracy, while following process guidelines
- Collaborate with management on missing contents or questions.
- Developed and maintained courteous and effective working relationships
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Quality Assurance Analyst - Contract
Wells Fargo Banking
Fort Mill, SC
02.2019 - 08.2019
- Responsible for reviewing programs, processes, claims, documentation and/or files to ensure compliance with internal company requirements and/or agency or government regulations.
- Functions included evaluating processes to ensure business standards were followed; provided guidance to other staff regarding documentation and underwriting requirements; evaluated 0ver 15 in-process, closed, cancelled credit applications, insurance claims, accounts, files and/or processes to ensure company standards were met.
- Ensured corrective action on exceptions and problems were identified, required data is input and proper procedures were followed
- Ensured identified risks and/or problems were clearly documented and interacts with appropriate parties for timely resolution
- Performs ongoing reviews and generates reports summarizing results
- May identify risks and problem areas and recommend standards or procedures to improve performance.
Loan Servicing Specialist 4
Wells Fargo Home Preservation
Fort Mill, SC
04.2016 - 01.2018
- Functions included, ordering and processing of loan disbursements, payoffs, demands and payment requests, payment and invoice research, completing disbursements audits, preparing loan reconciliations, researching and compiling data for management reports, performing modifications and renewals, input data and process information into system of record utilizing procedures and checklist for process
- May provide work directions and training to other loan servicing team members
- Ensuring all procedures are in compliance with government regulations and company policies
- Provide work direction and training to management resources and peers
- Trusted and well-respected leader
- Responsible for reviewing, researching, processing and responding to complex and escalated written inquiries from, vendors, and internal personal pertaining to loans from various areas within loan servicing ensuring all procedures are in compliance with government regulations and company policies
- Acted as escalation point for specialists to resolve issues and provide training.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
Loan Servicing Specialist 3
Wells Fargo Home Preservation
Fort Mill, SC
01.2015 - 01.2016
- Worked in Home Preservation Modification Settlement Department ensuring all procedures were followed in compliance with state and federal regulations.
- Performed a high level of productivity and quality based on department standards while providing excellent customer service to third party vendors.
- Responsible for managing pipeline, auditing, imaging, and shipping all modification documented on Wells Fargo modification files within company, FHA/VA/USDA and Bankruptcy guidelines, communicating errors, status and information requests with all internal business partners and external vendors.
- The ability to manage daily production under deadlines and meet service level timeframes.
- Process and ship documents on average of 17 loans daily to various borrowers in various locations throughout the United States and maintaining a 97% quality rating.
- In addition, assist upper-level management on special projects by researching and analyzing problems and recommending solutions that require research and compliance studies.
- Developed and maintained courteous and effective working relationships.
Mortgage Loan Processor
The National Republic Bank Of Chicago
Chicago, IL
04.2012 - 01.2014
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Prepared file for final clear-to-close by branch management.
- Handled any conditions sent from underwriting departments.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Conducted pre-funding and funding activities for over 15 - 20 monthly applications.
Education
Associate of Arts - Communications Journalism
Ferris State University
Big Rapids, MI11.1981
Skills
- Microsoft Office Skills, various official system of records MSP Hogan Outlook
- Customer Inquiries
- Professional Relationships
- Customer Care
- Effective Customer Communication
- Project Requirements
- Administrative Support
- Quality Control Standards
- Active Listening Skills
- Team Goals
- Customer Loyalty
Certification
Anti Money Laundering (AML) and Bank Secrecy Act (BSA Certificate.
Timeline
Senior Business Execution Administrator/ Business Support Associate 2
Wells Fargo Consumer Small Business Banking
08.2019 - 07.2022
Quality Assurance Analyst - Contract
Wells Fargo Banking
02.2019 - 08.2019
Loan Servicing Specialist 4
Wells Fargo Home Preservation
04.2016 - 01.2018
Loan Servicing Specialist 3
Wells Fargo Home Preservation
01.2015 - 01.2016
Mortgage Loan Processor
The National Republic Bank Of Chicago
04.2012 - 01.2014
Associate of Arts - Communications Journalism
Ferris State University
Anti Money Laundering (AML) and Bank Secrecy Act (BSA Certificate.
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