Jeremy Acker Email and Phone Number

Corporate Risk provides leadership, enhances communications, assists with problem identification and solutions, and shares best practices. In addition, this group provides an enterprise-wide view of risk, assists management and our Board of Directors in identifying and monitoring risks that may affect multiple lines of business, and takes appropriate action when business activities exceed the risk tolerance of the company.As a compliance consultant I am part of a team responsible for the oversight of the inquiries and complaints management activities across Community Banking. This includes overseeing all aspects of the complaints management framework that is outlined in the Corporate Complaints Management Policy. I work closely with stakeholders across Community Banking to ensure policies and procedures related to the complaints process are followed appropriately. The role also allows me to work closely with Lines of Business, operations, technology, customer contact managers, compliance, legal, and Corporate Risk Programs including the Complaints Oversight Group to ensure the company’s compliance with all applicable consumer protection regulations invoked by customer complaints.

This position is with Wells Fargo Home Lending’s (WFHL) Customer Care and Recovery Group (CCRG).This role provides influential leadership for CCRG’s Standard Operating Procedures (SOP) and Team Member Resources team. This team is responsible for the successful development, maintenance, publishing, usability, and overall quality for user friendly SOPs and key team member resources designed to equip team members with the tools and resources needed to excel in their roles and in serving our customers.This role consults, partners, and collaborates with leaders and individuals across multiple disciplines and at all levels of the organization throughout CCRG and Wells Fargo Home Lending.Key responsibilities include:•Leading and overseeing CCRG’s SOP and Team Member Resources team•Internal consulting with leaders, partners, and project teams regarding the development, maintenance, and continuous improvement of highly effective SOPs and team member resources that are aligned with business goals, initiatives, and prioritized projects•Ensures complete and full compliance of CCRG SOPs and team member resources with WF policies and branding•Drives strategic planning and continuous improvement initiatives to transform and increase the usability, application, and effectiveness of SOPs and team member resources•Employment of effective pipeline management strategies to maximize speed-to-market in publishing SOPs while adhering to compliance and quality requirements•Oversees the SOP Annual Review cycle, ensuring compliance with stated goals•Leads CCRG’s curriculum analysis team to ensure new hire and continuous learning curricula equip team members to excel in their roles and in serving our customers•Responsible for superior collaboration, innovation, and influential leadership skills across multiple channels

The Customer Care and Recovery Group (CCRG) manages escalated complaints, information requests, and maintenance requests for all of Wells Fargo Home Lending.The responsibilities for this position included:Led diverse support functions and/or operations/production oversight usually for multiple departments within a business group.Functions supported may have included, but were not limited to: policy/procedure administration and adherence, systems/change initiatives, business continuity planning, legal and regulatory adherence, SLA negotiation/development, reporting and analysis, project funding, pipeline, process improvement, quality management, MBO development, communications, financial control/budgeting oversight (example: monitoring business expenses) and/or team member processing (example: planning focal review).Consulted with management and business partners on strategic approaches, effectiveness of support function, and business performance improvement opportunities for the applicable business functions.Presented to mid-level managers on business performance and recommended strategies to implement changes and improvements.Utilized through knowledge of the business unit's functional area or products to support strategic initiatives for the business.

As REO Manager I managed the Housing and Urban Development Claim Without Conveyance of Title (CWCOT) initiative from pilot to production stage throughout the nation.

 As the CCRG Media Team Lead I provided WFHM Senior Leadership and Communication Consultants the information necessary to mitigate reputational risk by coordinating and maintaining relationships with all business units across WFHM, including the Real Estate Owned (REO) group, while also ensuring accurate interpretation of various servicer and mortgage investor guidelines.  Escalated high priority media issues directly to appropriate business unit partners, including REO, to provide timely resolution to the resolution deadlines established by Communications and/or Senior Leadership.  Trained, developed, and motivated new team members on the Media Team and worked with tenured team members to improve quality scores by identifying trends and leading discussions regarding best practices.  Represented CCRG as a SME to partner with Operational Managers, Relationship Managers, and Strategic Portfolio Management for multiple projects implemented to improve the customer experience and mitigate reputational risk. These projects included, but were not limited to the following: Process Improvement Team Deceased Borrowers / Successor-in-Interest  Servicemember Civil Relief Act (SCRA)  Dual-Tracking Allegations Customer Written Resolution Co-developed and implemented the Lunch & Learn initiative to provide ongoing supplemental information to the CCRG to increase team member knowledge, improve relationships with business units, reduce risk and customer re-escalations.  Conducted coaching for multiple team members in the West Des Moines, IA, and Tempe, AZ, sites regarding the CCRG coaching model implementation to help improve effectiveness and efficiency of individual contributor inventory management.

As an agency manager, I was responsible for the day-to-day operations of an establised Allstate agency, including sales growth, customer experience and employee management.Currently licensed in the state of Iowa with a Property, Casualty, Commercial, Life, Series 6 and Series 63 license.

Multi location insurance agency owner in Lincoln, NE, exclusive with Allstate Insurance Company. Allstate National Advisory Board Member - 2007Allstate National Advisory Board Co-chair - 2008Allstate West Central Region Agent Advisory Council Member 2007 - 2008

Licensed sales producer in an Allstate insurance agency in Omaha, NE.

Involved in the management of a men's clothing store with annual sales of $1.3MM. Managed sales personnel, support staff and store tailors while actively selling to retail customers. Maintained or exceeded expected sales goals, prevented loss through proper management of physical inventory and ensured correct level of staffing to maximze sales volume during peak hours.