About this role:
The Enterprise Complaints and Remediations (ECR) team brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Customer Excellence Data and Analytics, is responsible for understanding the causes of issues that affect customers and providing solutions that ensure customers’ needs are understood and supported. The group is also accountable for ensuring regulators’ expectations are met and that employees have the tools and training necessary for success.
Within Customer Excellence Data and Analytics, the Manual Review team gathers missing data elements at an account level to determine which customers are impacted for a specific remediation effort. This activity is necessary because data cannot be systemically collected and/or illogical data gaps exists. The unstructured data is pieced together during the manual review to come up with the appropriate decision to accurately remediate customers.
In this role, you will:
- Perform moderately complex operations duties in support of multiple remediation activities with direction from supervisors
- Navigate multiple applications on multiple screens across all the assigned remediations with efficiency to balance both quantity and quality of results.
- Build expertise on Consumer Lending applications with training and support from SMEs
- Conduct trainings and internal quality checks for junior and mid-level staff on new/existing remediations
- Take up responsibility of MIS reporting for the Process and publish trends and observations that could aid in solving a problem
- Provide feedback and present ideas for improving or implementing processes and customer support
- Provide subject matter expertise and interpretation of procedures to staff
- Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
- Receive direction from leaders and exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
- Proficient in SharePoint, Microsoft Office, and Adobe Acrobat
- Ability to research and resolve complex customer issues
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Ability to manage a pipeline of work following procedures with high accuracy from assignment to completion
- Excellent verbal, written and interpersonal communication skills
Required Qualifications:
- 3+ years of experience in one or a combination of the following: Financial Services Administration, Consumer Lending processes or Quality Assurance
Desired Qualifications
- 1+ years general remediation research and/or execution experience
- Knowledge and understanding of consumer lending processes, Consumer related remediation policy, process, and procedures
- Knowledge with various line of business applications and document repositories – ICMP, MSP, FileNet, Adobe Acrobat, SharePoint, Indigo
Posting End Date:
9 Jul 2024*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US:All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visitDisability Inclusion at Wells Fargo.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
