Shawn Sexton
Meridian,ID
Summary
Accomplished Financial Services Representative with a proven track record enhancing customer satisfaction and streamlining operations. SME in Financial Reporting and Relationship Management, I have significantly contributed to improving financial accuracy and client retention. Skilled in navigating regulatory compliance and driving financial product sales through strategic analysis and customer engagement. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Project Management highlights:
* Instrumental in the inception and project Management of the Wells Fargo Executive Office, collaborating within a small team to drive development and implementation.
* Instrumental in the inception and project Management of the Wells Fargo Blended Banker program. Selected to a small team of professionals to develop and implement the merger of multiple business lines to increase productivity and streamline the customer experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Servicing Analyst 2
Boeing Employee Credit Union
10.2023 - 08.2024
- Evaluated customer needs and feedback to drive product and service recommendations.
- SME: DDA's, Debit cards, Credit cards, Personal loans/lines of credit, HELOC, Auto loans/refinances, Online Banking
- Mentored colleagues to enhance abilities, providing targeted guidance and feedback to improve performance and foster professional growth.
- Participated in strategic planning designed to develop and implement Quality control standards.
- Collaborated with third party partners to facilitate resolution for internal clients.
Financial Services Representative 3
First Interstate Bank
06.2022 - 10.2023
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Maintained updated records of all financial transactions to support traceability.
- Produced financial statements and reports to comply with regulations.
- Delivered guidance on financial regulations and requirements.
- Built and established relationships with clientele to improve future business opportunities.
- Maintained database of financial records for clients.
- SME: DDA's, Debit cards, Credit cards, Personal loans/lines of credit, HELOC, Auto loans/refinances, Online Banking
- Advised clients on financial matters and recommended investments.
- Analyzed and interpreted financial data to recommend informed business decisions.
- Mentored colleagues to enhance abilities, providing targeted guidance and feedback to improve performance and foster professional growth.
Senior Quality Administrator
Wells Fargo
10.2017 - 12.2022
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Devised specifications for processes.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Improved quality processes for increased efficiency and effectiveness.
- Established and tracked quality department goals and objectives.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Recorded, analyzed, and distributed statistical information.
- Monitored staff organization and suggested improvements to daily functionality.
Client Contact Center Team Lead
Wells Fargo
06.2015 - 10.2017
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Mentored colleagues to enhance abilities, providing targeted guidance and feedback to improve performance and foster professional growth.
Personal Banker 3
Wells Fargo
06.2012 - 07.2015
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- SME: DDA's, Debit cards, Credit cards, Personal loans/lines of credit, HELOC, Auto loans/refinances, Online Banking
- Processed deposits, withdrawals and ACH transfers accurately.
- Followed up with customers to gather feedback and provide additional assistance.
- Cross-sold bank products and services to meet customer needs and provide options.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Maintained customer records and updated account information.
- Tracked and processed customer account requests and applications.
- Monitored accuracy of customer information in system.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Expanded client base by promoting new financial products.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
- Proactively identified solutions for customers experiencing credit issues.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Explained very technical financial information to applicants in easy to understand language.
- Mentored colleagues to enhance abilities, providing targeted guidance and feedback to improve performance and foster professional growth.
Phone Banker 2
Wells Fargo
04.2011 - 05.2012
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Opened new memberships and documented personal details for internal tracking regulatory requirements.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Monitored and verified suspicious activity on customer accounts.
- Assisted customers with banking needs and inquiries.
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures.
- Handled various accounting transactions.
Education
Bachelor of Science - Administration of Justice
University of California, Stanislaus
Turlock, CA09.1994
Peace Officers Standards And Training - Police Academy
Modesto Junior College
Modesto, CA08.1993
Skills
- Cash Handling
- Credit analysis
- Relationship Management
- Loan Applications
- Financial Services
- Risk Management
- Regulatory Compliance
- Account Retention
- Account Maintenance
- Financial Product Sales
- Microsoft office
- Relaying complex information
- Audit support
- Process improvements
- Team collaboration and leadership
- Project management
Certification
NMLS#958832
Military Service-United States Marine Corp
Vetran
Timeline
Client Servicing Analyst 2
Boeing Employee Credit Union
10.2023 - 08.2024
Financial Services Representative 3
First Interstate Bank
06.2022 - 10.2023
Senior Quality Administrator
Wells Fargo
10.2017 - 12.2022
Client Contact Center Team Lead
Wells Fargo
06.2015 - 10.2017
Personal Banker 3
Wells Fargo
06.2012 - 07.2015
Phone Banker 2
Wells Fargo
04.2011 - 05.2012
Bachelor of Science - Administration of Justice
University of California, Stanislaus
Peace Officers Standards And Training - Police Academy
Modesto Junior College