Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
System Knowledge
References
Timeline
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Sergio Gonzalez

Maricopa

Summary

Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

16
16
years of professional experience

Work History

Fraud & Claims Operations Manager

Wells Fargo Bank, N.A.
Chandler
12.2022 - Current
  • Managed and developed teams of supervisors, analysts, specialists, and consultants for fraud investigations.
  • Identified opportunities to implement procedures and controls for proactive fraud detection.
  • Resolved issues related to fraud and claims to align with business objectives.
  • Interpreted data and reports on emerging fraud risks to enhance operational efficiency.
  • Collaborated with customers and vendors to address escalated fraud-related issues.
  • Engaged directly with management to establish policies supporting organizational goals.
  • Allocated resources effectively for Fraud Claims Operations, optimizing financial performance.
  • Mentored direct reports and assisted in talent acquisition efforts.

Executive Office Team Lead II

Wells Fargo Bank, N.A.
Chandler
11.2019 - 12.2022
  • Led a team of 10–12 complaints analysts, providing day-to-day support, mentoring, and performance guidance to ensure adherence to regulatory standards, and service excellence.
  • Acted as a subject matter expert for complex and sensitive complaints across Auto, Mortgage, Deposits, Credit Card, and Internal channels, ensuring thorough investigation and fair resolution.
  • Composed clear, comprehensive, and regulatory-compliant resolution letters for customers, legal representatives, and government agencies, maintaining accuracy and tone alignment.
  • Monitored complaint trends and emerging issues, delivering concise reports and insights to senior management to support proactive risk mitigation and process improvement.
  • Oversaw daily and weekly team reporting, tracking productivity, quality, and turnaround times to support management goals, and compliance requirements.
  • Mentored new and less-experienced team members, facilitating knowledge transfer and professional development in complaint handling and customer communication.
  • Collaborated cross-functionally with legal, compliance, and operations teams to resolve high-risk cases, and drive continuous improvement in complaint handling processes.

Executive Resolution Specialist IV

Wells Fargo Bank, N.A.
Chandler
09.2017 - 11.2019
  • Served as the primary point of contact for customers with escalated complaints, delivering personalized, empathetic, and solutions-oriented service throughout the resolution process.
  • Conducted in-depth investigations into complex customer concerns across multiple banking products and channels, ensuring accuracy, fairness, and compliance with regulatory and company policies.
  • Collaborated extensively with business partners across the enterprise—including operations, legal, compliance, and servicing teams—to gather insights, resolve issues, and strengthen internal relationships.
  • Composed clear, professional, and customer-centric written resolution communications, including detailed letters addressing complaint findings and next steps.
  • Determined and processed financial remediation, including customer payouts, as appropriate, based on investigation outcomes and policy guidelines.
  • Built and nurtured strong cross-functional partnerships to streamline complaint resolution processes, and drive a unified approach to customer advocacy.
  • Demonstrated sound judgment and a high degree of discretion when handling sensitive and high-risk cases, reinforcing customer trust and brand integrity.

Home Preservation

Wells Fargo Bank, N.A.
Chandler
11.2015 - 09.2017
  • Served as a trusted point of contact for homeowners experiencing financial hardship, guiding them through sensitive and often stressful situations with empathy, professionalism, and clarity.
  • Evaluated customer eligibility for mortgage retention solutions by carefully reviewing financial documents, hardship statements, and income verification materials.
  • Prepared complete and accurate files for underwriting review, ensuring timely submission and adherence to regulatory and investor guidelines.
  • Acted as a dedicated customer advocate, clearly explaining available options—including repayment plans, forbearance, and loan modifications—and supporting them in selecting the most appropriate path forward.
  • Maintained strong communication throughout the process to set clear expectations, provide status updates, and offer reassurance during critical decision points.
  • Collaborated with internal teams, including underwriting, processing, and servicing, to move files efficiently and resolve roadblocks impacting customer outcomes.
  • Demonstrated a deep understanding of mortgage assistance programs and investor guidelines (e.g., FHA, Fannie Mae, Freddie Mac), ensuring compliance while prioritizing customer retention.

Personal Banker

Wells Fargo Bank, N.A.
Sun City
10.2012 - 11.2015
  • Built strong, trust-based relationships with customers by delivering personalized banking solutions and exceptional service tailored to their financial goals and life stages.
  • Opened and maintained a variety of personal and business banking accounts, ensuring accuracy, compliance, and a seamless customer experience from start to finish.
  • Provided financial education and guidance to help customers make informed decisions about savings, credit, budgeting, and long-term financial wellness.
  • Originated personal loans, lines of credit, and other banking products, serving as a liaison between the customer and underwriting, to streamline the approval process.
  • Conducted thorough reviews of customer financial profiles, offering thoughtful product recommendations to meet their short- and long-term needs.
  • Proactively identified opportunities to deepen relationships through needs-based conversations, resulting in increased customer retention and satisfaction.
  • Maintained up-to-date knowledge of bank policies, lending regulations, and compliance standards to ensure all activities were aligned with company and regulatory expectations.

Finance Manager

Peoria Nissan
Peoria
01.2011 - 10.2012
  • Collaborated closely with sales teams and customers to secure tailored financing solutions, ensuring deals aligned with both customer needs and lender requirements.
  • Presented and explained financing options, extended warranties, and protection products in a transparent and approachable manner, helping customers make confident, informed decisions.
  • Built strong relationships with a network of lenders to secure competitive rates, and increase approval opportunities across a variety of credit profiles.
  • Reviewed and finalized all financing documentation with accuracy and compliance, ensuring a smooth funding process, and protecting dealership interests.
  • Consistently met and exceeded monthly finance and product sales goals through a consultative, customer-first approach.
  • Maintained up-to-date knowledge of lending guidelines, state regulations, and dealership policies to ensure full legal and procedural compliance.
  • Played a key role in maximizing dealership profitability by optimizing finance and insurance product penetration, while maintaining ethical sales practices.

Sales Associate

Peoria Nissan
Peoria
09.2009 - 01.2011
  • Delivered a personalized, pressure-free car buying experience by listening closely to customer needs, preferences, and budget, building lasting rapport and trust.
  • Guided customers through the entire sales process—from initial inquiry to test drive to final paperwork—ensuring a smooth and positive experience.
  • Maintained expert knowledge of vehicle features, financing options, warranties, and promotions to confidently answer questions and make tailored recommendations.
  • Collaborated with finance and management teams to structure competitive deals, assist with loan approvals, and meet both customer needs and dealership goals.
  • Handled trade-in evaluations and presented fair market values to customers while aligning with dealership pricing strategies.
  • Followed up with prospective buyers and past clients to nurture relationships, generate referrals, and support customer satisfaction long after the sale.
  • Met and exceeded monthly sales targets through consistent lead follow-up, strong product knowledge, and a commitment to exceptional service.

Education

High School Diploma -

Dysart High School
El Mirage, AZ
05-2008

Some College (No Degree) - Administration of Justice

Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZ

Skills

  • Fraud detection
  • Data analysis
  • Regulatory compliance
  • Policy development
  • Resource allocation
  • Team leadership
  • Risk assessment
  • Conflict resolution
  • Written communication
  • Mentoring others
  • Project management experience
  • Microsoft office
  • KPI tracking
  • Attention to detail
  • Staff management
  • Hiring and onboarding
  • Employee scheduling
  • Process improvement

Accomplishments

  • Wells Fargo Golden Spoke Recipient 2018

Languages

Spanish
Native/ Bilingual

System Knowledge

Wells Fargo Bank Systems

  • HOGAN
  • SHAW
  • EcaR
  • Experian
  • Store Vision Platform (SVP)
  • XPM
  • Operations Image Browser
  • Universal Work Station
  • DealerTrack
  • NICE
  • Alvaria
  • Tableu
  • Prevent
  • Credit Card Lending
  • Lexis Nexis
  • Innovis
  • Nexidia
  • Microsoft Office Suite

References

References available upon request.

Timeline

Fraud & Claims Operations Manager

Wells Fargo Bank, N.A.
12.2022 - Current

Executive Office Team Lead II

Wells Fargo Bank, N.A.
11.2019 - 12.2022

Executive Resolution Specialist IV

Wells Fargo Bank, N.A.
09.2017 - 11.2019

Home Preservation

Wells Fargo Bank, N.A.
11.2015 - 09.2017

Personal Banker

Wells Fargo Bank, N.A.
10.2012 - 11.2015

Finance Manager

Peoria Nissan
01.2011 - 10.2012

Sales Associate

Peoria Nissan
09.2009 - 01.2011

High School Diploma -

Dysart High School

Some College (No Degree) - Administration of Justice

Maricopa Community Colleges, Estrella Mountain Community College

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Sergio Gonzalez