Sydney Estrada Email & Phone Number

Salt Lake City, Ut, Us

Handled daily inbound calls for personal investment accounts andconducted monetary transactions such as outgoing wires, EFTtransfers, and local account transfers. Answered client questionsregarding cash balances in their account. Connected the client to theappropriate department for specific investment situations andrequests.

Managed a daily list of 10-20 inquiries received by small businessclients regarding concerns or complaints on their account. Investigatedand drafted custom response letters, made outbound phone calls toinform the client of updates on the case or the resolution of thecomplaint. Utilized research skills and critical thinking to determine thebest course of action to resolve any disputes. Regularly connected withexternal teams within Wells Fargo via email to aid in the researchprocess.

Acted in a supervisory position for outbound/inbound call escalationsfrom customers. Created and investigated customer complaintsreceived by phone and mail. Drafted and mailed custom responseletters to inform the customer of the complaint resolution. Resolvedcredit bureau disputes received daily from credit bureaus througheOscar. Investigated regulatory agency complaints received throughthe Consumer Financial Protection Bureau, Better Business Bureau,and Attorney General’s office. Created monthly complaint trendreports, and distributed the reports among higher management.Reviewed current practices in my specific department and providedideas to help improve procedures for a more efficient process.

Bilingually tended to customer account inquiries, assisted with cashand check deposits, withdrawals, and transfers while maintainingexpected professionalism and customer service in the branch.Maintained a clean bank lobby and parking lot for bank customers.

Handled 50+ inbound calls regarding inquiries and solicitations forcredit while displaying personalized customer service in a metricdriven environment. Submitted credit card application requests forexisting and prospective customers. Transferred customers to theappropriate department if additional information was needed.