Robert B.

Experience

• 

  Seacoast Bank

  May 2015 - May 2016

  Senior Client Advisor

  -Able to balance business needs with customer requests while managing potential risk to bank.- Exhibit strong work ethic and teamwork, collaborating with other associates within the Customer Support Center and across the organization to develop trusting and cooperative working relationships.-Interact directly with customers by telephone or other electronic mediums to deliver an outstanding customer experience.- Provide an exceptional customer experience by adhering to Call Expectation Guidelines, demonstrate improvements based on Quality Control feedback and coaching, and help the Customer Support Center to meet or exceed Quality Control standards and Net Promoter Score expectations. -Open and process accounts for customers and perform account maintenance adhering to the bank’s current policies and procedures.- Ensure adherence to AML/BSA requirements, audit procedures, security, Business Continuity, and all other regulated banking requirements.- Follow instructions and responds to management direction to help resolve more difficult customer objections, and solves problems in a timely and positive manner to retain the customer relationship.- Ensure proper policy and procedure guidelines are followed in every situation including, but not limited to, policy exceptions and authority-based approvals.- Ensure customer resolution is obtained by a specific average handle time.- Work with multiple systems in order to fully service customer request. Show less

• 

  Wells Fargo

  Apr 2018 - now

  Home Lending Servicing Business Aligned Compliance (BACO) team.-Ensure that the business understands the laws, regulations, rules and policies inherent in its business.- Have established controls to promote compliance. - Risk and Control Self Assessments- Establish, implement, and maintain risk standards and programs to drive compliance with federal, state, agency, legal and regulatory and Corporate Policy requirements.-Oversee the Front Line's execution and challenges appropriately on compliance related decisions.- Provide oversight and monitoring of risk-based compliance programs.- Develop and oversee standards.- Provide subject matter expertise with comprehensive knowledge of business and functional area.- Provide compliance risk expertise and consulting for projects and initiatives with moderate risk for a business line or functional area.- Monitor reporting, escalation, and timely remediation of issues, deficiencies or regulatory matters regarding compliance risk management.- Provide direction to the business on developing corrective action plans and effectively managing regulatory change.- Provide compliance risk expertise.- Consult for projects and initiatives with moderate risk for a business lineIdentify and recommend opportunities for process improvement and risk control development.- Provide direction to the business on developing corrective action plans and effectively managing regulatory change.- Report findings and make recommendations to management appropriate committeesInterpret policies, procedures, and compliance requirements.- Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals.- Work with complex business units, rules and regulations on moderate risk compliance matters.- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements. Show less - Consumer Cards and Retail Servicing quality assurance reviews.- Extensive knowledge in FCRA, TILA, UDAAP, etc.- Participate in conducting less complex client due diligence processes, research and identify opportunities to mitigate risk- Consult and provide support to interpret policies, guidelines, and governance programs.- Support business in execution of due diligence reporting processes and controls- Present recommendations for resolving more complex situations and exercise independent judgment while developing expertise in the due diligence function, policies, procedures, and compliance requirements.- Collaborate and consult with peers, colleagues, managers, internal, and external customers to resolve issues and achieve goals- Actively engage in team projects and initiatives if required. Policy/procedure administration and adherence, systems/change initiatives, regulatory adherence, Service Level Agreements, and policy adherence, reporting and analysis, pipeline management, process improvement, quality management, and communications.- Conducting timely post-response operational and regulatory risk reviews on high-risk complaints for the ECMO Consumer & Small Business Executive Office (CSBEO). The reviews include ensuring (1) sufficient research and documentation, (2) appropriateness of resolution, review of response letter or verbal response, (3) assessing appropriateness of select taxonomy elements and (4) determining if there is potential for remediation and related regulations that need to be flagged on the complaint case. Show less - Experience in Overdraft, Deposit, Collections, and Recovery, Credit Card Collections, and Consumer Executive Offices- Independently logs, research, routes, or responds to escalated or urgent requests regarding Life Events or complaints that are high visibility, high risk and/or regulatory in nature. - Meeting or exceeding different metrics (Ex, schedule accountability, customer experience survey, and quality assurance.).- Exception processing of acknowledgment letters, conducting investigative steps to identify issues, and working with internal partners to resolve.- Identifying trends and providing feedback/reporting to appropriate party. - Uploading of Wells Fargo response to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required. - Reviewing new correspondence and existing cases to identify related issues; establishing case files or redirecting requests to the applicable business group; mitigating risk by identifying key information and ensuring compliance guidelines are met.- Logging requests or complaints; reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies. - Performing intake to determine appropriate course of action; performing research and reviewing existing cases to identify related issues. Show less - Support customers and resolve moderate to complex inquiries or issues regarding financial products and services via phone- Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations- Express empathy when helping our customers as you correct their issues- Assisting our customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls- Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information. - Acting Team Lead, in charge of multiple committees (Quality Assurance, Engagement, Average Handle Tim Show less

  • Senior Compliance Specialist SAVP

    Dec 2022 - now

  • Senior Due Diligence Consultant

    May 2021 - Dec 2022

  • Executive Office Case Specialist

    Nov 2019 - May 2021

  • Senior Customer Success Representative Credit Card

    Apr 2018 - Nov 2019