Wells Fargo senior executive and active community supporter Mary Coffin has announced her retirement, effective July 1. The company said she has been “a steady voice for the customer across Wells Fargo” in her 21 years with Wells Fargo, first in the home lending line of business, and most recently as the leader of the companywide Enterprise Complaints Management Office.

Since late 2018, Coffin has been in charge of a large effort to standardize application of the Wells Fargo complaint policy across all lines of business, a complicated but important task in the company’s efforts to be more transparent, identify possible systemic issues that could negatively affect customers and enhance the customer experience.

As head of performing servicing for Wells Fargo Home Mortgage In the late 2000s, Coffin played a critical role in working to solve the nation’s housing crisis. In that role, she oversaw all servicing operations for more than 11 million mortgage and home equity customers. She worked extensively with secondary market investors, regulators, and congressional leaders to define and develop innovative solutions for struggling borrowers across the country. 

A graduate of the University of Northern Iowa, Coffin has been active in the community, serving on several boards and advisory groups for local and statewide charities including Grand View College, the Boys & Girls Clubs of Central Iowa and the Greater Des Moines Partnership Financial Services Council. In 2017 she served as volunteer chair for the Solheim Cup, the biennial golf tournament pitting the best U.S. women’s golfers against a team from Europe, and she followed that up by serving as co-chair for the 2018 Bravo Des Moines Gala.

Internally at Wells Fargo, she has been the executive sponsor of Wells Fargo’s Des Moines Women’s Team Member Network for the last five years. In August 2018, Coffin was recognized as a Woman of Influence by the Business Record for her long list of professional and community successes.