Nicholas Bennett
Charlotte
Summary
Dedicated and solutions-driven Escalation Banker with 20+ years of experience in financial services, customer relations, and high-level issue resolution. Recognized for delivering exceptional client support, de-escalating complex situations, and navigating sensitive financial matters with accuracy and professionalism. Adept at remote workflows, cross-functional collaboration, and maintaining compliance across highly regulated environments. Seeking a work-from-home role where strong communication, problem-solving, and customer-centric leadership can enhance service quality and operational efficiency. Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities.
Overview
23
23
years of professional experience
Work History
Escalation Banker
WELLS FARGO
01.2003 - Current
- Serve as a senior-level escalation point for complex customer issues involving accounts, credit products, disputes, unauthorized transactions, fee reviews, and regulatory concerns.
- Utilize advanced de-escalation and investigative skills to resolve high-tension situations while maintaining compliance with internal policies and federal regulations.
- Communicate financial solutions clearly and professionally to customers, often navigating emotionally charged interactions to achieve positive outcomes.
- Coordinate with cross-functional teams including risk, fraud, underwriting, and back-office support to deliver timely resolutions.
- Document casework thoroughly in CRM systems, ensuring accuracy, audit readiness, and adherence to service-level agreements.
- Recognized for strong call control, empathy, and the ability to balance customer needs with company guidelines.
- Train and mentor new bankers in policy knowledge, escalation handling, and communication best practices.
- Remote-capable | Customer Resolutions & Financial Services
Client Services Specialist
BANK OF AMERICA
01.2019 - 01.2023
- Managed incoming inquiries related to checking, savings, and credit card accounts, providing accurate information and real-time solutions.
- Resolved customer disputes, processed adjustments, and ensured compliance with federal regulations including Reg E, Reg Z, and privacy requirements.
- Identified opportunities to improve customer experience while protecting the bank from potential losses and ensuring proper documentation in servicing platforms.
- Maintained strong performance metrics in call quality, customer satisfaction, accuracy, and adherence to operational procedures.
- Supported team members in navigating complex customer scenarios through shared best practices and knowledge transfer.
- Customer Support | Account Servicing | Issue Resolution
Education
High School Diploma -
Skills
- Escalation Management
- Customer Advocacy
- Advanced Problem Resolution
- Financial Products Knowledge
- Compliance Knowledge
- Remote Customer Support
- Risk Mitigation
- Fraud Awareness
- Conflict De-escalation Techniques
- Performance Metrics
- QA Adherence
- CRM Systems
- Salesforce
- Hogan
- FDR
- Servicing Systems
- Multi-tasking
- High-Volume Queue Management
- Written Communication Excellence
- Verbal Communication Excellence
- Reliable home office setup
- High-speed internet
- Proficient with virtual tools
- Zoom
- Microsoft Teams
- Google Workspace
- CRM ticketing systems
- Strong time management
- Self-direction
- Ability to thrive in fast-paced environments
- High-call-volume environments
- Exceptional written communication
Remote Work Skills
- Reliable home office setup with high-speed internet
- Proficient with virtual tools: Zoom, Microsoft Teams, Google Workspace, CRM ticketing systems
- Strong time management and self-direction
- Ability to thrive in fast-paced, high-call-volume environments
- Exceptional written communication for email and chat-based support
Timeline
Client Services Specialist
BANK OF AMERICA
01.2019 - 01.2023
Escalation Banker
WELLS FARGO
01.2003 - Current