Wells Fargo Home Mortgage
Mortgage Specialist 4
February 2010 — Present
Managed $2m conversion of 70 e-mail templates from Wachovia Branding to meet Wells Fargo Home Mortgage standards. 345,000 borrowers’ emails and documents affected. Ensured all templates were reviewed by office of risk management.
Managed selection and implementation of telephone system; delivered on time and on budget. Coordinated installation for 120 phone staff, impacting 500,000 customers.
Trained 12 co-workers, Quality Review Board, and Collections staff to work in KANA software.
Key player for upgrade of KANA software for 10 staff members.
Visualized, created, and executed merchandising for in-house campaign for 700 staff members. Took bids, obtained product samples from vendors and presented options to Senior Managers.
Developed relationships with technical staff, other lines of business, and senior managers to provide technical expertise to portfolio of 345,000 borrowers. Advised borrowers regarding submission of online payments, online principal reductions, and online escrow payments.
Served as Subject Matter Expert on e-mail, Online Banking, Property Taxes, and Lender Placed Insurance.
As a customer service expert, developed, and directed technical and customer service training.
Resolved escalated online enrollment issues.