Hailey Xiang

Built and deepened customer relationships by assessing individual financial needs, leading to tailored solutions across deposit, credit, and digital banking products. Drove retail banking growth by identifying cross-selling opportunities and referring clients to appropriate specialists (e.g., mortgage, investments, retirement planning). Opened, serviced, and maintained customer accounts while ensuring compliance with bank policies, authorized limits, and regulatory standards under the SAFE Act. Partnered with financial advisors to deliver holistic financial guidance, enhancing the experience of emerging affluent and high-value customers. Resolved customer inquiries and service requests with timely recommendations, improving customer satisfaction and retention. Promoted Wells Fargo’s self-service and digital banking options, increasing digital adoption among branch clients. Ensured full compliance with the SAFE Mortgage Licensing Act of 2008 and Regulation Z (LO), maintaining eligibility and regulatory standards for all customer-facing activities.

Effectively executed all service transactions (e.g., deposits, payments, address changes, replacement card orders, disputes) and sales activities (including opening accounts, credit cards, and referrals) to deepen client relationships. Served as a subject matter expert for the branch and remained flexible in position based on coverage needs. Continuously learned new and existing products through sales aids (features, benefits, fees, etc.), demonstrating a positive, can-do attitude and a customer-first culture. Delivered exceptional service to internal and external customers by resolving account issues and responding to inquiries promptly and effectively. Energetically greeted and interacted with clients on the bank floor to proactively identify and address sales and service needs, appropriately converting service requests into sales or referrals. Utilized marketing tools and digital technology (e.g., sales wall, tablet, smartphone, workbench, iPads) to present product offers and financial solutions to existing and potential clients. Took full ownership of client issues to resolve complaints promptly and effectively, ensuring complete customer satisfaction. Recognized client transaction needs, directed them to alternative self-service channels, and provided assistance with self-service as needed.

Communicated with overseas offices to develop and execute merchandise strategy, including assortment, sales planning, pricing, product development, production calendar, and inventory allocation. Assisted with export-related tasks, including logistics, customs clearance, and product allocation, in collaboration with the internal operations team in China. Handled the inventory system and participated in supplier management. Led strategy and execution for teams creating and distributing marketing assets for various customer types, including retailers, designers, and third-party e-commerce partners (e.g., Wayfair, Overstock, Amazon). Managed, developed, and grew relationships with key e-commerce retailers such as Wayfair, Overstock, and Amazon. Oversaw communications with vendors and external agencies providing support services such as packaging, printing, PR, and paid media. Monitored developments, anticipated problems, and provided timely solutions to the CEO to minimize quality issues and production delays. Managed organizational change and trained new employees as the team expanded.