Lorna Hansen Email and Phone Number

• Responsible for implementing and monitoring a risk-based program to identify and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems or external events or may provide oversight of an operational risk program.• Participates in, provides consulting, and support for projects and initiatives with moderate risk to identify and mitigate operational risk in business activities. • Provides technical support for systems security-related issues. • Implements testing strategies and methodologies.• Evaluates the adequacy and effectiveness of policies, procedures, processes, initiatives, products and internal controls.• Identifies operational risk issues.• Advises management on risk ratings and evaluates ratings against established policy standards. • Assist in drafting corrective action plans and in managing change. • Identifies training opportunities; may provide input to the development of training materials and delivers training. • Drafts reports of findings and recommendations to mitigate risk for operational risk management. • Coordinates production of periodic operational risk performance reports for senior management, including trend analysis and recommendations.

• Responsible for monitoring, evaluating, reporting, trending analysis, and providing coaching feedback for QA Analysts• Facilitate the QA dispute process between the QA team and business managers. • Responsible for training QM’s in Manila on business lines• Documenting quality issues, performance measurements and trending for business lines• Provide trending reports as requested for supervisors and management and other special projects as needed • Monitor our group mailbox and dispute mailbox• Facilitate QA new hire presentation for Personal Lines Sales and Service• Facilitate monthly meetings with business lines to review process changes, trends, and calibrate calls• Implement new and improved process strategies to improve efficiency• Partner with Wells Fargo Audit Services and CORR to assist during audits

• Responsible for monitoring, evaluating, reporting, trending analysis, and providing recommendations for improvement of inbound and outbound sales and customer service calls for multiple business lines• Actively participate in internal calibrations with the QA team on a monthly basis• Identify and document trends and quality issues on Action and Escalation Logs• Documenting quality issues, performance measurements and trending for business lines• Complete special audits as requested by the business line• Ensure a consistent customer experience which meets defined standards for quality and regulatory compliance

• Provide exceptional customer service to existing clientele• Specialize in retention, identifying and addressing clients’ concerns to educate them about their current insurance package or place them with a more suitable insurance carrier• Alter clients’ current personal insurance policies in order to fit their budget but still maintain proper insurance coverage to best protect their assets• Prioritize customer requests to ensure an effective workflow, handling escalated client situations immediately in order to salvage the business and advocate for Wells Fargo Insurance• Maintain familiarity with underwriting eligibility guidelines, carrier clientele appetite, and state-specific insurance regulations• Negotiate with underwriters in order to approve new insurance policies or reinstate canceled insurance policies• Investigate and resolve complex customer issues, diffusing negative reactions and coming to a clear conclusion• Implement new and improved process strategies for a more efficient remarket workflow• Work closely with our Spanish speaking clientele