Kelsey Mcpherson Email & Phone Number

Minneapolis, Minnesota

Conducts Domestic Anti-Money Laundering investigations.

Shoreview, MN

• Led a diverse team of 18 - 22 customer service representatives, coaching to exceed expectations in metrics like Average Handle Time, Schedule Accountability, Quality Assurance, and Caller Experience (CE) Surveys, with.
• Provided guidance regarding legal documentation in relation to business deposit and credit accounts, ensuring team members and agents understand current Customer Information Program (CIP) and Customer Due Diligence.
• Processed and documented Reg CC hold placements and removals, ensuring compliance and mitigating risk through team member reviews and checklists.
• Designed, coordinated, and facilitated original curriculum focused on corrective action regarding the key metric of CE Survey Scores, focusing on key behaviors and activities to promote change.
• Co-facilitated team meetings with team supervisor; ensuring agents are up-to-date with changes to policy, procedure, and regulatory guidelines.
• Participated in monthly conference calls with Team Leads and second level support in our Sacramento center, ensuring a unity between the two sites and how common issues are handled as well as a thorough understanding.

Shoreview, MN

• Consistently provided quality service to internal Community Banking, Business Banking, and Wholesale customers by answering questions regarding bank policy, store procedure, banking regulations including Customer.
• Aided internal customers with the identification and referral of suspicious activity and identity theft.
• Filed Reg E claims on business deposit accounts and explained the claims research process to internal customers for the benefit of external customers.
• Efficiently managed time to accomplish primary tasks as well as voluntary secondary activities and committees, such as being a Q12 advocate for my team, participating in the Site Engagement Committee, and independently.

Shoreview, MN

• Assumed management duties in supervisor absence.
• Independently created scripts to aid peers in achieving sales goals, ensuring they adhered to Wells Fargo brand standards.
• Initiated “Evening Elite” program at Shoreview Center, a team of banker coaches that supported the evening service teams with professional development, honed coaching skills, and helped peers succeed.
• Identified and reported Suspected Financial Abuse as needed.