Wanda McNair
Charlotte,NC
Summary
License Mortgage Loan Originator seeking a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Escalations Representative
Wells Fargo
Roanoke, VA
08.2017 - Current
- Responsible for processing over 350 monthly Service Members Civil Relief Act request as well as monitor and perform monthly maintenance for over 2000 SCRA Specialty State accounts, communicating results to customers
- Perform review to establish proper course of action, utilize all resources to identify eligible accounts, research product information, terms, conditions, and contracts
- Create correspondence as needed, process complex and/or corrective transactions using multiple systems
- Communicate with internal and external customers, merchants, clients, executives, agencies, regulatory/governmental representatives, and bankers to ensure resolution of matters
- Ensure identified risks and/or issues are clearly documented
- Project work related to SCRA processing; performance of ongoing reviews as needed.
Operations Processor
Wells Fargo
Roanoke, VA
05.2015 - 07.2017
- Ensure legal compliance and provide investigative support for bankruptcy inquiries to reduce corporate risk
- Collaborate with Agency Management and Overdraft Support Services to ensure efficient and accurate customer resolution
- Utilize multiple systems to determine Check systems/early warning service, bankruptcy status, charge-off, probate verification, attorney documentation, paid in full, settle in full, and waiver request
- Enthusiastically take on new assignments to assist team members and enhance job knowledge
Sales Assistant II
Anthem BCBS
Roanoke, VA
06.2008 - 04.2015
- Effectively allocated sales leads to Direct Sales Agents
- Provided specialized resources needed to effectively present and close insurance policy sale
- Reviewed operational and transactional efficiencies of workgroup to maximize sales and support opportunities
- Partnered with Sales Agents and Team Leads to resolve application issues
- Collaborated with other departments to ensure sales and enrollment processes; were consistently utilized; resulting in quicker way to process new policies and enroll members more effectively
- Processed exception reports by researching exceptions, and making data changes in system
- Researched escalated issues to ensure timely effective date for customers
- Demonstrated flexibility and adaptability on special projects which included testing and compensation challenges in order to meet necessary timetables
- Increased employee knowledge by providing onsite visual training, job aids, and updated training materials
- Served as lead on Voicemail partnership created in East Region during open enrollment which resulted in answering over 1600 inquiries, reduced hold times, provided member education and learning opportunities
- Developed training plan for temporary employees during open enrollment and provided follow up as necessary
Call Center Representative
Anthem BCBS
Roanoke, VA
01.2002 - 06.2008
- Served as Interim Team Lead for approximately 3 months
- Enhanced employee performance and attendance through daily mentoring, one on one discussions, and motivational strategies
- Appropriated care and handling of inbound/outbound customer calls while capturing complete prospect information in adherence to departmental policies
- Transferred over 60% of inbound calls to Direct Sales Agent for sales opportunities
- Consistently requested customer email address to actively engage members electronically
- Maintained accuracy while compiling extensive medical details during application process
- Training liaison for new associates
Education
High School Diploma -
William Fleming High School
Roanoke, VA06.1988
Skills
- Excellent analytical and research skills with high attention to details
- Self-starter able to work independently in ever changing environment
- Work well with other team members and maintain composure in highly stressful situations
- Talent for identifying customer needs and assisting agents with presenting appropriate company product and service offerings
- Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business
- Consistently maintained stringent quality standards regarding customer care and resolution while handling high volume of incoming member inquiries
- Secured company achievement awards for delivery of exceptional service
- Extensive leadership and resolution skills in handling complex member issues which involve multiple transactions to reach solution
Accomplishments
- March 2016 & August 2016 Key Player (Key to Success)
- Recipient of the 2013 & 2014 Sales Assistant of the year
- Recipient of the 2008 Call Center East Zone Representative of the year
Certification
- Licensed Mortgage Loan Originator
- Complete Mortgage Loan Processing Mastery Training 2021
Timeline
Escalations Representative
Wells Fargo
08.2017 - Current
Operations Processor
Wells Fargo
05.2015 - 07.2017
Sales Assistant II
Anthem BCBS
06.2008 - 04.2015
Call Center Representative
Anthem BCBS
01.2002 - 06.2008
High School Diploma -
William Fleming High School
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