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 the team performing above expectations in all categories.•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 (CDD) guidelines, bank regulations, and policy and procedure and are able to thoroughly explain requirements and changes to their customers.•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 of updates to banking regulations.•Identified gaps in policies and procedures, working with various departments for resolution and develop new processes for future use.•Reviewed QA scores and markdowns, coaching as needed and disputing scores when necessary.•Fostered and encourages engagement by meeting with small groups to bolster facets of employee satisfaction, including peer recognition programs, scheduling committee meetings for engagement teams, and implementing members’ suggestions to create a positive working environment.•Partnered with other departments across the organization to bring escalated issues to prompt and satisfactory resolution.

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 Information Program (CIP) and Customer Due Diligence (CDD) guidelines, BSA/AML compliance, retail and treasury products, and other requirements in relation to business deposit and credit accounts.•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 creating and managing branded communications and campaigns focused on driving key metrics.

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.