Will Figueroa

Experience

• 

  Wells Fargo

  Feb 2011 - May 2022

  Led due diligence processes to mitigate fraud risk across business lines within the Financial Crimes Department, engaging with clients and third parties. Audited mortgage foreclosure claims, providing constructive feedback for auditor development. Responsible for auditing and signing FHA Part A Claims to ensure compliance. I served as a single point of contact to borrowers whose loans are delinquent or at high risk of delinquency. I recommended solutions to maintain home ownership or liquidation options. I listened, showed empathy, and worked with the customers to pay their mortgage. I offered them services and products to help them maintain their home loan.

  • Operational Risk Consultant 3 / Due Diligence Consultant

    Apr 2019 - May 2022

  • Quality Assurance Analyst 4

    Dec 2016 - Apr 2019

  • Quality Assurance Analyst 2

    Nov 2014 - Dec 2016

  • Home Preservation Specialist

    Apr 2013 - Nov 2014

  • Collector 2B

    Feb 2011 - Apr 2013
• 

  Innovation Refunds

  May 2022 - Feb 2024

  Led and supported Customer Accounts team, ensuring operational excellence and resolving escalated issues. Led and supported a team of 10-21 Client Success Champions to ensure seamless operational processes and exceptional customer experiences. Led a team of 12-20 Client Success Champions, providing guidance and support to drive individual and collective success while maintaining a pipeline of my own. Assisted small to medium-sized businesses in obtaining the Employee Retention Credit, managing a substantial pipeline with exceptional performance

  • Manager, Customer Accounts

    Sept 2023 - Feb 2024

  • Operations Manager

    Dec 2022 - Sept 2023

  • Client Success Team Lead

    Jul 2022 - Dec 2022

  • Client Success Champion

    May 2022 - Jul 2022
• 

  The Mutual Group

  Sept 2024 - now

  Underwriting Associate Supervisor