Brian Boettcher
Surprise
Summary
Financial services professional with experience supporting account integrity, compliance, and escalations in high-volume banking environments. Adept at reviewing account activity, identifying discrepancies, and assisting in the resolution of complex cases involving potential risk. Experienced in maintaining detailed documentation, handling sensitive financial data, and collaborating across teams to support operational accuracy and loss prevention efforts.
Overview
11
11
years of professional experience
Work History
Escalations Specialist, Compliance
Wells Fargo
Phoenix
02.2026 - Current
- Addressed escalated customer and internal inquiries related to complex account issues while maintaining regulatory and compliance standards.
- Analyze account activity and escalated concerns to identify potential fraud indicators and support risk mitigation efforts.
- Document and track escalated cases in accordance with internal case management and audit requirements.
- Apply critical thinking and decision-making skills to resolve sensitive cases while balancing customer experience with risk mitigation
Retirement Specialist
Empower Trust Company LLC
Greenwood Village
08.2022 - 11.2025
- Gathered and reviewed account documentation to resolve discrepancies and support internal investigations.
- Monitored and serviced high-volume client accounts, handling approximately 1,000 monthly interactions while identifying irregular account activity and potential risk indicators
- Managed client portfolios exceeding one million dollars, ensuring accuracy of account activity and mitigating risk through detailed review and verification processes
- Investigated discrepancies across internal knowledge bases and account data, escalating inconsistencies and driving updates to improve operational accuracy and reduce risk exposure
Trainer
Pearl Interactive Network
Tempe
01.2020 - 08.2020
- Conducted virtual training classes for employees on features and operation of products, client tools and processes. Provided constructive feedback and positive reinforcement to keep trainees motivated. Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Reinforced policy adherence and process consistency, reducing risk of non-compliance through structured training and evaluation.
- Monitored trainee performance and provided targeted feedback to ensure understanding of procedures and minimize operational errors.
Trainer
Teletech
Phoenix
10.2018 - 01.2020
- Trained new hires on proper handling of customer data, account security protocols, and adherence to company policies and regulatory standards.
- Analyzed trainee performance and retention metrics using Microsoft Excel, identifying trends and implementing improvements to increase accuracy and reduce errors.
- Delivered instructor-led training to classes of up to 25 employees, focusing on systems, customer account handling, and compliance-driven processes.
Account Manager & Compliance Specialist
Discover Financial Services, DFS
Phoenix
08.2015 - 10.2018
- Managed 100+ daily customer interactions involving credit accounts, balance transfers, and promotional activity, ensuring accuracy and adherence to financial regulations and internal policies
- Educated customers on account features, security practices, and responsible account management to reduce risk exposure and prevent unauthorized activity.
- Reviewed account activity and transaction details to identify inconsistencies and mitigate potential risk.
- Reviewed account activity and customer interactions to identify discrepancies and support resolution of potential account issues.
Education
Associate of Arts - Education
Maricopa Community Colleges, Glendale Community College
Glendale, AZ09-2023
Skills
- Case management
- Discrepancy analysis
- Case reporting
- Risk management
- Critical thinking
- Pattern Recognition
- Attention to detail
Timeline
Escalations Specialist, Compliance
Wells Fargo
02.2026 - Current
Retirement Specialist
Empower Trust Company LLC
08.2022 - 11.2025
Trainer
Pearl Interactive Network
01.2020 - 08.2020
Trainer
Teletech
10.2018 - 01.2020
Account Manager & Compliance Specialist
Discover Financial Services, DFS
08.2015 - 10.2018
Associate of Arts - Education
Maricopa Community Colleges, Glendale Community College