Marcus B. Email & Phone Number

Conduct 3rd level lead peer reviews as part of the Customer Remediations Center of Excellence team. Manage financial and nonfinancial customer remediation activities by aligning practices companywide. Provide oversight of data quality, customer impact, and other relevant factors during peer reviews. Ensure the effective management of customer remediation activities to uphold regulatory compliance and enhance customer satisfaction.• Identify and escalate critical maintenance errors during the scoring process, while reviewing programs, processes, and documentation to ensure adherence to internal company requirements and government regulations.• Assess risk in quality assurance programs and processes to enhance compliance and mitigate potential issues.• Conduct reviews of systems to ensure compliance with company standards.• Collaborate with stakeholders to implement best practices and improve remediation processes.• Support the training of quality assurance staff and act as backup for management during absences.• Facilitate weekly productivity meetings to review team performance and address any challenges or obstacles.• Lead open discussions on process improvement initiatives aimed at enhancing efficiency and effectiveness.• Organize and conduct PowerPoint training sessions to educate team members on new tools and processes.

Collaborated with the Screening team within the Financial Crimes Operations organization to diligently review and resolve customer news and other alerts. Partnered with AML investigators, analysts, and other stakeholders to ensure accurate and timely completion of investigations and reporting.• Owned full accountability for the client onboarding process to mitigate risk through due diligence processes.• Detected and analyzed material events at customer onboarding or throughout their lifecycle; supported the business to make informed decisions and ensure regulatory compliance.• Provided research support and validated matches to assist financial crimes teams in their investigative efforts.• Demonstrated a strong understanding of all aspects of KYC, BSA, and other regulatory and risk disciplines.• Provided compliance support and participated in high-risk projects and initiatives, conducting thorough assessments to identify and effectively mitigate BSA/AML risks in all business activities.

Supervised the customer experience to ensure the efficient execution of customer inquiry management and escalations.• Implemented leadership for a team of 30 employees, helping to support 240+ customer inquiries daily.• Outperformed Key Performance Indicator Customer Support goals (100%).

Executed administrative and project support to facilitate the transfer of residential and commercial real estate ownership.• Provided support to closing teams by performing such duties as file set-up, scheduling, coordinating with other departments, file monitoring, and customer contact.• Answered questions of buyers and sellers relating to details of transaction as needed.

Promoted within Wells Fargo for demonstrated abilities in loan documentation verification and client relations. Leveraged research and data analysis skills to support the loan application process, including reviewing applicant information and calculating financial risk to determine whether or not to approve loans.• Conducted loan verifications and ensured adherence to regulatory guidelines and internal policies.• Reviewed and analyzed financial documents, credit reports, and other relevant information to assess eligibility.• Performed investigations and research to validate borrower information and ensure data integrity.• Collaborated with internal teams, including underwriters and loan officers to obtain additional documentation.• Maintained FHA and CORE loan education, as well as HUD regulation compliance.