Henry Peña

Customer service and financial operations professional with extensive experience in banking, mortgage servicing, and client acquisition. Known for resolving complex customer issues, promoting financial products through needs-based conversations, and maintaining service excellence in fast-paced environments.

Credit Card Representative at Wells Fargo Bank (2025-03 – Present)

• Provide service and support for credit card accounts, including payments, rewards, and disputes.
• Assist with account updates, card activations, and credit limit adjustments.
• Resolve inquiries in compliance with company policies and regulatory guidelines.
• Refer complex issues to appropriate departments and maintain thorough documentation.
• Occasionally promote other financial products based on customer needs.

Banking Disputes & Sales/Service Specialist at USAA (2024-03 – 2024-06)

• Delivered high-quality service in a fast-paced call center environment.
• Resolved banking disputes while identifying and recommending relevant financial products.
• Conducted needs-based conversations to improve member satisfaction and retention.
• Promoted digital tools and consistently met service and performance targets.

Client Service Specialist – Investment Accounts at The Millennium Group (Contracted to Victory Capital) (2021-12 – 2022-06)

• Supported clients with 529 college savings plans and mutual fund transactions.
• Handled account inquiries, online access issues, and transaction processing.
• Executed transfers and redemptions with precision and compliance.
• Maintained excellent service under high call volumes and time-sensitive demands.

Mortgage Servicing & Disputes Specialist / Account Supervisor at Wells Fargo Bank (2012-11 – 2021-12)

• Managed processes related to lien release, foreclosure, bankruptcy, and loan modification.
• Educated customers on mortgage programs and collaborated with legal teams for compliance.
• Handled escalated disputes and conducted investigations on ACH and payment issues.
• Facilitated foreclosure prevention solutions including short sales and deed-in-lieu programs.

– Thomas Jefferson High School

HR Management / Marketing Coursework – San Antonio College

Orthopedic Technician Program – San Antonio College of Medical & Dental