Nicole Gray Email & Phone Number

Management for local branch and business development. Responsibilities include daily operations of the Branch, sales, service, security, member satisfaction, and compliance. The role involves strategic planning, managing people, delivering stellar service, selling, training, leveraging relationships and improving processes through multi-channel relationship development and outreach efforts. Models exemplary performance, supports all elements of the WOW Member Experience and demonstrates the Tech CU values.

Provide support to a growing Center of Excellence, the Estate Care Center, assisting in the design/implementation of new processes and procedures. Supporting ongoing efforts to continually improve the process, ensure the business is meeting all legal and regulatory requirements.• Lead the administration of Change Management, including technology releases in the Agile program. ▪︎Launched a formalized process which streamlines the escalation of change needs within the Center of Excellence. ▪︎Provide oversight to ensure high risk changes are prioritized appropriately. • Create monthly presentations for leadership that highlight the Change Management process/activities. Over 200 Change requests in queue for prioritization or actively managed and 125 complete change requests within the first year.• Support the group's ideation platform: intake of new recommendations, connecting to business experts for feasibility, and providing follow up to submitters through implementation process.• Develop processes/reporting to conduct complaints root cause analysis and present trends/themes to leadership; focus of analysis is to address pain points and recommend solutions to customer concerns. • Review business processes to identify gaps with a focus on complaints management; implement new requirements and processes to ensure group's are aligned and in compliance with the enterprise organization to minimize risk and complexity required to manage complaints. • Draft new procedures that are crafted to address the regulatory and customer needs, completing over 57 new/substantially modified process documents within the first year by collaborating with business subject matter experts and legal partners to ensure accuracy.• Draft/edit new and existing customer communication templates to align multiple businesses and achieve objectives in the Estate Care Center target operating model.

Silicon Valley Region

Effective planning and execution of the Wells Fargo At Work program, managing a growing portfolio of companies and priority universities, which actively participate and promote financial wellness onsite activity with their employees and/or university students. • Consulted with District Managers and Region Bank President in regards to 60+ Onsite Advocates’ ongoing skill development in support of Region business priorities and initiatives, increased participation (from at least 5% to 25% participation) in program activities through skill development planning with District Proponents.• Increased onsite effectiveness by 20% through ongoing coaching and feedback, while leveraging District leaders to enhance skill development.• Analyzed performance trends of the Region, recommended activities and actions to improve performance through consistent communication leveraging existing tools and resources to tell the program story and drive engagement with Regional Team Members. • Supported Team Member engagement through a changing environment, including a program tool application transition that required learning of new processes while empowering the Regional team to leverage appropriate resources to prepare through various conference calls and emails.

Managed branch strategy with various partners, enhanced banker knowledge and partnerships with Financial Advisors, Home Mortgage, Merchant Services and ensured the overall branch ran effectively and efficiently to meet business goals. • Analyzed consumer and commercial lending scenarios, as well as banker reporting to lead team to achieve business goals as well as personal and professional goals.• As Wells Fargo At Work District Proponent supported Advocates through recognition, consistent communication, and increased participation in bi-weekly Learning Labs and conference calls.• Coached bankers on policy/procedure/regulations, product knowledge, interaction effectiveness, technical exception and other errors.• Effectively led branch team through formal change management; ensuring to familiarize and update team on numerous time sensitive procedure updates.• Reviewed technical exception errors and ensured that activity is taken to correct any errors – successfully maintained branch exceptions at 0%.

Worked with the Branch Manager to manage daily branch activity: staff schedule, organized morning huddles, assisted tellers for approvals, and ensured the overall branch ran effectively and efficiently. • Analyzed consumer and commercial lending scenarios, as well as banker reporting to support team in achieving business goals as well as personal and professional goals.• Coached bankers on regulatory compliance, product knowledge, interaction effectiveness, technical exception and other errors.• Assisted customers to see that their financial needs were met by opening/maintaining consumer and business accounts, applying for personal loans/lines/credit, maintaining customer information.• Reviewed procedural exception errors and ensured that activity was taken to correct – successfully decreased branch exceptions by 48% within two months.

Managed daily retail branch service activities including staffing, customer complaint resolution, assisted tellers for transaction approvals, approved wire transfers in a timely manner, and ensured the overall branch ran effectively and efficiently. Leading team through regulatory compliance, earning pass rate during branch audit.

Bachelor Of Business Administration - Bba, Finance, General

Associate Of Arts (Aa), Art/Art Studies, General

Associate Of Arts (Aa), Business Administration And Management, General