Julie Letze

Quality Assurance Manager @Wells Fargo

West Des Moines, IA, US

Center of Excellence Process Governance Oversight- Customer Remediation COE Manager: Daily leadership and coaching of 10 staff members. Guide the team of analysts to provide a standard for the structure and components of quality monitoring, as wells as further enhance our ability to control risk. Quality Control is a critical tool to communicate the identification and trending opportunities of regulatory compliance risk across the company.• Maintain quality control service level agreements• Provide quality control calibrations & reporting• Monitors dispute process and documentation retention. Complaints EO Manager: Daily leadership and coaching of 8 staff members that makes up the Credit Card Complaints EO & ODCR EO teams. Guide team members with customer remediation and executive research of cases. Mentoring team members and coaching on their career path. Empower my team members through honest, transparent and timely feedback. Initiate and manage quality control and account monitoring activities to proactively assure customer satisfaction and business growth. • Works with management and team members to proactively identify, manage and escalate risks which may impact business. • Monitors interactions to ensure that team members are giving accurate information and following approved practices.• Ability to inspire and engage the broader team, leading with ethics and integrity• Ability to lead during times of ambiguity and change• Ability to develop partnerships and collaborate with other business and functional areas• Demonstrate excellent communication, negotiation and influence skills.• Strong analytical skills and high attention to details• Experienced in financial services and complex issues