Nick Reynolds
@nickreynolds
Experienced collections and customer-service leader driving process improvement and team performance.
United StatesWhat I'm looking for
I am a seasoned collections and customer-service leader with seventeen years of customer service experience, nine years of management experience, and three years of sales experience. I focus on simplifying processes and delivering excellent service to customers across commercial and mortgage lines.
At Wells Fargo Equipment Finance I manage collections and servicing for multiple commercial segments, oversee charge-off processes, and developed policies, procedures, and escalation tracks for a complex Oracle program. I also coordinated cross-businessline efforts and managed offshore team workflows.
Previously at Wells Fargo Home Mortgage I led account resolution teams, serving as a site champion for enterprise initiatives, speech analytics SME, and managing day-to-day operations for teams of eight to fifteen. I have a track record of improving response rates, coaching performance, and leading department transitions and growth.
I am an energetic, organized leader who motivates teams with optimism and discipline, delivers measurable improvements (including a 300% increase in a Spanish-speaking survey response rate), and partners effectively with credit, commercial, and sales stakeholders to achieve business goals.
Experience
Work history, roles, and key accomplishments
Commercial Collections Associate Manager
Wells Fargo Equipment Finance
Jul 2019 - Present (6 years 2 months)
Manage collections and servicing for commercial equipment portfolios across multiple segments, implemented policies and escalation tracks for an Oracle program, and led offshore team workflow to reduce losses and improve recovery processes.
Senior Commercial Collections Representative
Wells Fargo Equipment Finance
Jul 2019 - Feb 2022 (2 years 7 months)
Performed interim team lead duties overseeing Middle Market Vendor portfolio, coached collectors, managed high-volume modifications during COVID-19, and maintained servicing guidelines for Oracle program transitions.
WMManaged day-to-day operations of 8–15 customer-facing reps, led site initiatives (Disaster, CIP, Speech Analytics), de-escalated complaints, and served as SME to improve resolution and program adoption.
WMLed daily collections activities and reporting, coached and trained team members to improve performance, and executed projects such as escrow campaigns and incentive verification.
WMEvaluated and collected on delinquent mortgage accounts, negotiated payment arrangements, and modified loans within payment guidelines to assist customers and escalate when needed.
Education
Degrees, certifications, and relevant coursework
UIUniversity of Iowa
Bachelor of Arts, Business
Activities and societies: Wells Fargo Home Mortgage Leadership Academy participant; Leadership Academy Non-Exempt Site Facilitator and Site Champion
Completed a Bachelor of Arts in Business; participated in Wells Fargo Home Mortgage Leadership Academy programs and served in site facilitator/champion roles.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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