Nicholas Herold Email & Phone Number

Springville, Ut, Us

Mapleton, Utah

Career Technical Education - Business Information Technology teacher. Currently, teaching Creative Coding, Business Office Specialist, and Digital Literacy classes for eighth and ninth grade students. Plans and delivers lessons based on student needs. Assess, records, and communicates student progress.

Orem, Ut

Managed 12-18 Sales and Service Consultants. Coached and developed agents in soft skills and service techniques. Conducted side-by-side observations and quality assurance (call monitoring) reviews. Made recommendations and / or took corrective action to manage performance as appropriate. Worked closely with Human Resources and Senior Leadership to address and resolve employee issues.

Spanish Fork, Ut

Evaluate, authorize, or recommend approval of mortgage loans. Advise customers on financial status and available mortgage terms. Delivers exceptional customer service while partnering with real estate agents, processors, underwriters, and title agents to close the loan.

Salt Lake City, Ut

Responsibilities included rolling out new investors and programs. Maintained existing relationships with investors, agencies, warehouse banks and housing authorities. Reviewed contracts to determine impact on corporation, implementation and roll outs of new and existing correspondent investors. Established cut off dates for locking, funding and delivery of products that are being terminated. Communicated changes throughout the organization.

Salt Lake City, Ut

Responsible for supervising Resolution Team (RT) team members who intake, research, and resolve escalated customer complaints and inquiries. Coaches and mentors RT team members to ensure Service Level Agreements (SLA), Average Handle Time, Adherence, and quality metrics meet or exceed established benchmarks. Responds to and resolves escalated, complex, and time-sensitive issues.

Greater Minneapolis-St. Paul Area

Responsible for the research and resolution of escalated complaints or information requests. Identifies any potential opportunities, compliance, and/or regulatory issues that represent a legal, financial, or reputational risk to Wells Fargo. Communicates resolution to the customer, both verbally and in written correspondence. Provides feedback to internal business units indicating where potential process gaps may exist.

Greater Minneapolis-St. Paul Area

Ensured Insurance Review Team (IRT) reviews met established Service Level Agreements (SLA). Planned and monitored Flood Team’s daily activities. Audited and completed second level reviews for Enterprise Global Services – India and IRT. Implemented procedures, reports, and training for IRT’s Homeowners Insurance Review Team. Utilized advanced knowledge of Excel by providing operations reports to leadership team.

Greater Minneapolis-St. Paul Area

Obtained, input, and reviewed condominium association and homeowner insurance policy data. Analyzed insurance documentation to ensure compliance with lender and investor standards. Provided daily SLA reports to management. Distributed Daily Pipeline report to Condo Flood Review Team. Duties included processing and compliance for loan products; managing pipeline of loans.

Greater Minneapolis-St. Paul Area

Guided the daily activity of a Late Stage collections call center team. Utilized various monitoring systems to ensure team members met performance metrics. Compiled and submitted operation reports to management. Launched the Speak-up Committee designed to improve department morale.

Greater Minneapolis-St. Paul Area

Collected on delinquent mortgage accounts through inbound and outbound dials. Evaluated customer financial situations and negotiated repayment options to cure delinquency. Provided floor support, performed side by side training sessions, facilitated team meetings.

Master Of Business Administration - Mba, Business Administration And Management, General

Master Of Science - Ms, Project Management

Bachelor Of Arts - Ba, Organizational Leadership