Danielle Nesbit Email & Phone Number

· Accountable for execution of all applicable risk programs (Credit, Financial Crimes, Operational, and Regulatory Compliance).· Effectively followed and adhered to applicable Wells Fargo policies and procedures.· Appropriately fulfilled and compliance obligations.· Timely and effectively escalated and remediated issues.· Made sound risk decisions.· Reviewed and analyzed moderate to complex business and operational requirements.· Conducted quality control/assurance activities on business processes.· Analyzed and reported required regulatory efforts.· Supported corrective action activity to address issues and management needs.· Participated in all required enterprise and business specific training.

· Supported internal and external customers with inquiries and complaints regarding financial products and services.· Responded to regulatory and executive level complaints that were addressed specifically to the CEO, Board of Directors, Better Business Bureau, Office of the Comptroller of the Currency, Consumer Financial Protection Bureau, and all Federal Agencies.· Sought out ways to determine appropriate course of action.· Conducted investigative steps to identify issues and processed complex transactions online.· Performed moderately complex initiatives to resolve client issues.· Reviewed complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed.· maintained compliance with internal company requirements and standards.· Received direction from supervisors and escalated non-routine client concerns to more experienced individuals.· Interacted with internal and external customers to respond to the raised concerns.· Served as an intermediary between parties to resolve disputed matters, negotiations, and settlements accordingly.

· Supported internal and external customers with inquiries and complaints regarding financial products and services.· Sought out ways to determine appropriate course of action.· Conducted investigative steps to identify issues and process complex transactions.· Performed moderately complex initiatives to resolve client issues.· Reviewed complaints for regulatory and non-regulatory flags.· Classified risks appropriately in case management system to ensure customer issues are addressed in the correct line of business.· Maintained compliance with internal company requirements and standards.

· Provided distribution consultations to retired or separated participants in company-sponsored retirement plans overseen by Wells Fargo.· Through inbound calls, educated participants of their available distribution options and executed distributions.· Helped participants make informed decisions without providing advice and/or recommendations, in order to stay on track for retirement and avoid the detrimental impacts of liquidating their savings prior to retirement.· Explained distribution options in detail, which included leaving funds in the current plan, cashing funds out as a taxable event, rolling funds over to an external financial institution, referring clients to Wells Fargo IRA partners, or a combination of these options.· Answered questions and concerns to ensure the participant understands all of the options available to them.· Delivered exceptional service.· Met performance objectives, and remained in compliance with all standards, procedures, and regulations

· Quickly answered inbound calls for online customer service inquires in a friendly and professional manner.· Adhered to individual and team goals by monitoring call handle times and call flow daily.· Matched customers with products and services that identify with their wants and needs financially.· Provided first call resolution by going out of the way to please customers.· Followed strict procedures to protect customer information and meet compliance guidelines.

· Made outbound calls to customers from ownership lists.· Assisted customers with resolving issues with their account within federal and company guidelines.· Documented all customer and third-party contacts as well as address changes and loan adjustments processed during the call interaction.· Negotiated and empathized with borrowers the reason for delinquency, and offered arrangements that best fit the customer and cured their account.· Answered inbound calls from branch network employees inquiring about account statuses.· Met individual and team performance goals defined by management.

Diploma, Graphics And Communications, B+

High School Diploma