M

Matthew R. Ward

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Urbandale, Iowa, United States

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work
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Résumé

Jobs verified_user 0% verified
  • Flagstar Bank
    Senior Contact Center Manager
    Flagstar Bank
    Jan 2021 - Dec 2025 (5 years)
    Oversight of the mortgage servicing contact center channels including voice, chat, and email. Strategy and Oversight of the Contact Center Operations Teams (300+ employees). Lead and developed teams, partnered with QA, optimized processes and tools, workforce and capacity planning, and escalations. Strategic execution of the operations vision and KPI's (AHT, Adherence, Occupancy, QA, CSAT, FCR). Leadership oversight of the long-term strategy, goals, budget, initiatives, and resource allocation. Matrix partnership with supporting business units to develop customer strategies through new systems, processes, and/or acquisition retention plans. Focus on leadership development and employee engagement.
  • Wells Fargo
    Executive Resolution Manager
    Wells Fargo
    Jan 2015 - Dec 2021 (7 years)
    Oversight of mortgage complaints from a variety of sources including customers, Wells Fargo virtual channels, bank branches, lines of business, and regulatory agencies. Oversight of the Executive Resolution/Complaints Call Center phone strategy and all associated KPI's (400+ employees). Leader of managers and consultants who responded to and resolved complex Mortgage, Home Equity, and Retail servicing complaints. Adhered to all complaint management/regulatory requirements related to RESPA and the CFPB. Led initiatives in a matrix environment to drive continuous improvement. Worked peripherally with Relationship Management and Customer Service to improve and reduce the flow of complaints into the Executive Office. Worked with the Data Manage
Education verified_user 0% verified
  • Southern Illinois University
    Bachelor of Science
    Southern Illinois University
    Major: Marketing
  • A
    ACA Scholar Degree in Collection Business Management
  • A
    ACA Fellow Degree in Collection Business Management
Awards verified_user 0% verified
  • C
    Chairman's Leadership Award
  • P
    President's Volunteer Service Award Winner