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Wells Fargo Bank - Loan Servicing Specialist 5 Resume Example

Ethan Davis
Professional Summary
Dedicated leader with over 18 years of combined experience in loan administration for business banking, customer service and sales.  Over 16 years of combined experience as team lead and manager for performing, coaching, training, developing and mentoring team leads and production teams members to meet high production and quality standards.  Over 10 years of combined experience in owning, creating and reviewing of procedures.  Experienced in derivative products since 2005.
  • Exceptional in owning, creating, documenting and reviewing policies and procedures to meet regulatory and system functional needs in a production environment. 
  • Strong skills and experience in collaborating with all levels in an organization including legal council and auditors.
  • Business banking applications including BLAST, Hogan, AFS, COLTS, ECaR, Credit Fulfillment and SeeMorePlus.
  • Complex problem solving and analytical skills which involve compliance and financial metrics on credit products.
  • Solid leadership and coaching skills with high accountability to work ethic and integrity.
  • Extensive knowledge and understanding of business banking operations products, policies and procedures including derivative products.
  • Actively participate and coach projects regarding process improvement, continuous growth using LEAN methodology such as SPUR/RMA Remediation and deceased borrower process.
  • Experienced strategic thinker identifying trends and room for efficiency. 
  • Professional verbal, written and interpersonal communication skills. 
  • Proficient in Microsoft Office products. 
  • Knowledgeable in loan documentation including imaging, reviewing and interpreting. 
  • Proven ability to prioritize work, meet deadlines and achieve goals in a rapidly changing environment with competing priorities.
  • Strong ability to make timely and independent judgment decisions with risk based solutions.
Loan Servicing Specialist 5 Nov 2011Present Wells Fargo Bank Boise, ID
  • Partner with production team members, team leads, managers, legal, Interest Rate Risk Management (IRRM), Business Direct, Research and Remediation and other lines of business to service internal and external customer inquiries as well as to participate in and execute project work.
  • Analyze incoming requests and identify opportunities requiring new or updated procedures to improve risk management.
  • Facilitate the annual procedure review process of reviewing and updating four or more procedures monthly.  
  • Submit recommendations to enhance procedures through the feedback function on the Virtual Library as well as through appropriate contacts for partner procedures such as the National Business Banking Center (NBBC).
  • Support LEAN processes through the designed A3 model by being an active A3 owner and coach.  
  • Ensure compliance, regulatory and business requirements are met across the team through creating and executing training, team meetings and independent audits of production work. 
  • Mentor team members to achieve specific development goals.
  • Answer questions and provide support to Customer Care, Research and Maintenance, CMG, Exception Reports and Participation team leads, team members and management.
  • Assign and monitor production workload, small projects and various assignments across the team on a daily basis to ensure service level agreements are met while providing an even distribution in complexity of work to each team member.
Loan Administration Manager I Nov 2005Nov 2011 Wells Fargo Bank Boise, ID
  • Coached and mentored team members performance and professional behaviors leading to a high performing team.
  • Directly managed: Exception Reports, CMG, Research and Maintenance, Customer Care and Booking. 
  • Processed weekly and monthly SOX reviews to ensure quality control processes are met.
  • Analyzed production and quality exception trends and enhanced processes, training materials and documented procedures reducing compliance risks.
  • Documented management oversights and enhanced documented processes and procedures to reduce and eliminate risks associated to oversights.
  • Supervised team leads to ensure appropriate work direction to teams.
  • Owner of several procedures requiring updates on an annual basis or more.
  • Developed, documented and executed process improvements to reduce compliance and customer relationship risks.
  • Prepared and presented information for auditors during reviews.
  • Interviewed and hired qualified team members.
  • Prepared and met budgets including staff requirements.
Phone Bank Supervisor May 2000Nov 2005 Wells Fargo Bank Boise, ID
  • Supervised and lead 14-18 team members to provide excellent service and referral sales.
  • Provided training on new products and services offered.
  • Monitored team members' performance to ensure complaint to documented procedures.
  • Attended job fairs and recruited candidates to apply for employment.
  • Interviewed and made hiring recommendations.
  • Provided coaching on a weekly basis.
  • Assessed goals and deployed new goals monthly.
Phone Bank Team Lead Apr 1999May 2000 Wells Fargo Bank Boise, ID
  • Provided sales and service support.
  • Resolved escalations from customers. 
  • Ensured process and procedures were followed by team.
  • Assisted team members to make achievable sales goals.
Phone Banker Feb 1998Apr 1999 Wells Fargo Bank Boise, ID
  • Answered incoming calls following documented processes and procedures.
  • Provided excellent customer service.
  • Made valued sales referrals.
General Studies: Academic Strategies, Communication, Computer Literacy Dec 2014 Patten University Oakland, CA
Bank Operations Diploma: Bank Operations Aug 2005 Idaho Banking Association Boise, ID
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Resume Details

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Previous Companies:

  • Wells Fargo Bank

Previous Job Positions:

  • Loan Servicing Specialist 5
  • Loan Administration Manager I
  • Phone Bank Supervisor
  • Phone Bank Team Lead
  • Phone Banker


  • Patten University
  • Idaho Banking Association

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