Okongo Ongwach
Loganlea,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Executive office case specialist
Wells Fargo Bank
03.2021 - 12.2022
- Responds independently to the highest level of escalated complaints
- Handles inbound/outbound calls with internal and external customers regarding mortgage products and services that are the most high visibility, high risk and/ or regulatory in nature
- Performs intake to determine appropriate course of action; conduct investigative steps to fully identify the issues; research products and account information, terms, conditions, contracts, and other legal documents
- Create correspondence as needed, processes complex and/or corrective transactions online (including monetary and non-monetary action); identifies trends and provides feedback/reporting to appropriate party; communicates with customers, executives, agencies, regulatory/ government representatives, bankers, and other to ensure resolution of escalated matters
- Responds independently to the highest level of escalated complaints
- Handles inbound/outbound calls with internal and external customer regarding mortgage products and services that are the most high visibility, high risk and/or regulatory in nature
- Performs intake to determine appropriate course of action
- Conduct investigative steps to fully identify the issues
- Researches product and account information, terms, conditions, contracts, and other legal documents
- May assist relationship consultants in managing relationship with representatives from regulatory, governmental and other external agencies, and internal business partners
- Performing comprehensive review of customer complaints, including report preparation, analysis and trending/insights of findings and proposing solution
- Assessing and mitigating risk and identifying gaps related to internal processes
- Participating in status meetings and other discussions with select agencies
- Improved operations through consistent hard work and dedication
- Participated in team-building activities to enhance working relationships
- Worked with customers to understand needs and provide excellent service
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
- Collaborated with team members to achieve target results
- Demonstrated respect, friendliness and willingness to help wherever needed
- Conducted research, gathered information from multiple sources and presented results
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Executive Office Intake Specialist
01.2019 - 01.2021
- Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching products information, terms, and conditions
- Responsible for accurately and efficiently responding to escalated complaints from Business to Business (B2B) and wholesale banking customers, routing to appropriate business line for further research and resolution while meeting guidelines
- Identifies errors, makes corrections, assigns and categorizes complaints and routes to appropriate business area for research while meeting a deadline of 2 days
- Highly effective in exercising independent judgment and creative problem solving strategies
- Assist with the training and development of 10 + new Intake Specialists while facilitating in virtual learning environment including deep dives into taxonomy and IRR coding of complaints to ensure quality metrics are met
- Developed and maintained courteous and effective working relationships
- Worked with customers to understand needs and provide excellent service
- Demonstrated respect, friendliness and willingness to help wherever needed
- Increased customer satisfaction by resolving issues
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Maintained excellent attendance record, consistently arriving to work on time
- Carried out day-to-day duties accurately and efficiently
- Collaborated with team members to achieve target results
- Proved successful working within tight deadlines and fast-paced atmosphere
Executive Office Case Specialist
01.2018 - 01.2019
- Exercise discretion regarding investigative actions to identify, evaluate and take necessary actions on an individual case basis
- Resolve escalated complaints regarding Wells Fargo decision’s to discontinue business due to financial crimes or abusive finance practices
- Investigate complaints pertaining to sales integrity, ethics, federal regulation violations, compliance and/or legal concerns and provide resolutions with minimal supervision
- Evaluate the adequacy and effectiveness of policies, procedures, processes, and internal controls
- Collaborate with others (including customers, merchants, clients, executives, agencies, and regulatory and/or governmental representatives, bankers) to ensure resolution of matters
- Ensure that all research results are accurately recorded, and identified risks and/or problems are clearly documented
- Worked projects in different lines of businesses
- Utilized systems such as Hogan, OIB, SVP, DIPR, ACH, CCRS, ETRAN, MARS
- Responsible for preparing case documentation, inputting investigative activities in the case and accurate tracking cases
- Developed partnerships with claims and other executive offices to create an efficient network to efficiently close cases
- Worked with escalations concerning fraud and Financial Crimes relationship severances
- Familiarized myself with suspicious activity reports
- Provide final resolution using escalated permissions, similar authorities as first tier supervisor
- Participated in team-building activities to enhance working relationships
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Actively listened to customers' requests, confirming full understanding before addressing concerns
Research/Remediation Representative Customer
Care NBBC
01.2017 - 01.2018
- Responding independently to resolve complex problems, inquiries and complaints from internal and external customers regarding financial products and services
- Determining appropriate course of action, investigating and researching product information and terms
- Serving as intermediary and negotiator to identify and resolve issues
- Providing feedback to managers and senior leaders when appropriate
- Generating, composing and managing correspondence in accordance with external and internal policies and procedures across various lines of business
- Creating cases to track customer feedback in the case management system, Escalation Issue Tracking System
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Created plans and communicated deadlines to complete projects on time
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Phone Banker, NBBC High Value
01.2016 - 01.2017
- Responding to escalated inquiries/complaints on products and or services from customers
- Coached and trained bankers daily to develop communication skills in all metrics, providing feedback in the moment, increasing effectiveness by using many coaching methods to new and tenured bankers
- Providing training support of new hires on policies and procedures and any new or enhanced services
- Processing transactions, performing extensive research to resolve complex customer issues, while providing guidance and assistance to more inexperienced team members
- Modeling excellent customer service behaviors by accurately and concisely communicating in a positive, professional manner to both internal and external customers
- Stayed current on all policy and procedural changes by Reviewing Virtual Library and bulletins daily
- Coached and trained bankers daily to develop communication skills in all metrics, providing feedback in the moment, increasing effectiveness by using many coaching methods to new and tenured bankers
- Multi-tasked by updating schedules, monitoring stats, roving the floor, taking escalations, welcoming any additional responsibilities due to my great time management skills.
- Led projects and analyzed data to identify opportunities for improvement
- Used Microsoft Word and other software tools to create documents and other communications
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Banker
Phone, Phone Banker 2 –NBBC
01.2014 - 01.2015
- Promoted to a Phone Banker 2 after 6 Months due to exceeding performance in customer experience, quality assurance and all performance related metrics
- Exceeded performance initiatives to service business customers with a smooth transition by acknowledging clues and educating products in order to satisfy customer’s business needs
- Gained experience working in fast-paced environment with the ability to think quickly and handle difficult situations in a timely manner
- Demonstrated ability to go above and beyond for customers by using resources to educate customers on our products and services
- Knowledgeable of financial products and services offered by Wells Fargo
- Utilized up-to-date information to make effective decisions governing bank operations
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue
- Checked accounts for fraud and provided law enforcement with relevant details
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance
Education
Doctor of Business Administration - Management
Saint Mary’s University of Minnesota
Minneapolis, MN06.2019
Skills
- Risk Management- 7 years Coaching and feedback- 5 years Relationship Management-7
- Problem Resolution- 7 years Analytics and Statistics- 8 years Customer Service- 7
- Microsoft Office Specialist (MOS) Expert
- Case conferences
Additional Information
- A highly self-motivated individual who has experience in managing and resolving complex escalated and high risk issues, quality facilitation and coaching around customer experience in a high demand financial environment. Excellent written, verbal and communication skills, very organized and adoptable in dynamic and challenging environments. Develops strong relationships with customers and team members and is driven to influence enhancement and growth of the company.
Timeline
Executive office case specialist
Wells Fargo Bank
03.2021 - 12.2022
Executive Office Intake Specialist
01.2019 - 01.2021
Executive Office Case Specialist
01.2018 - 01.2019
Research/Remediation Representative Customer
Care NBBC
01.2017 - 01.2018
Phone Banker, NBBC High Value
01.2016 - 01.2017
Banker
Phone, Phone Banker 2 –NBBC
01.2014 - 01.2015
Doctor of Business Administration - Management
Saint Mary’s University of Minnesota
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