Diana is Group Executive Vice President of Wells Fargo Customer Connection (WFCC). This contact center channel is one of Wells Fargos largest banking channel alternatives for customers, and includes the oversight of 31 sites comprised of more than 12,000 team members. The channel supports multiple lines of business and serves and sells to various customers including consumer, premier, small business, online, credit card, home equity, and investment services. More than 500 million customer contacts are handled annually.Diana is a member of the Wells Fargo Managing Committee. She served earlier on the Wells Fargo Ethics Committee, and was the Executive Sponsor of the bank-wide initiative known as Enterprise Call Center Strategy (ECCS), which enhanced Wells Fargos customer experience in the call center channel through standardized technology and one-stop shopping. Diana also led the effort to create the industry-wide Identity Theft Assistance Center (ITAC) and her team continues to support ongoing Identity Theft Operations at Wells Fargo.Dianas experience includes 27 years at Wells Fargo in financial services leadership. She last led the Customer Service, Sales & Operations group, comprised of 11,000 team members serving business partners enterprise-wide with operational and infrastructure services such as check processing, statement processing, ATM operations, fraud disputes, cash vaults, lockbox, safe-deposit processing, armored logistics, accounting support for retail stores, and deposit document retention. Diana has extensive operations management in payments, consumer lending and call centers. In these roles, she oversaw highly technology-intensive businesses across a broad spectrum of payment functions and also led a national project to centralize five regional processing centers into two super-regional operations facilities. Diana currently serves on the Board of Trustees for the American Conservatory Theater (ACT) Foundation. Diana is past Chairman of the Board of Directors for the Identity Theft Assistance Center. Previously, she also served on the Boards of The Doctors Company, the Electronic Check Clearing House Organization, the Payment Solutions Network, the Bankers Clearinghouse, and the Federal Reserve Wholesale Payment Services.
Like what you see? Make sure you're getting it all
Independent and authoritative analysis and perspective for every segment of mortgage news