Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
The Enterprise Complaints Management Office (ECMO) has accountability for driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience. The organization is responsible for consistently adhering to the requirements established in the Complaints Management Policy, Complaints Taxonomy, and also complying with laws, rules, regulations, and supervisory guidance related to complaints. Additionally, the ECMO is responsible for executing complaint operations in a consistent and standard process, building operational risk controls, providing root cause analysis of complaints, and owning and maintaining the Enterprise Complaints Management Platform (ECMP).
The Operational Quality and Risk Team is accountable for driving our methodology for, and providing a forward-looking view of, strengthening risk mitigation in our business processes and engineer controls, while assuring a consistent and coordinated approach to corporate policy requirements, regulatory exams, and responses. Quality Assurance partners with data and analytics on root cause analysis, reporting, and corrective action documentation, while managing ECMO Post Response Self Assurance, MRAs, and other issues regarding complaint management across the enterprise.
The Business Support Consultant 2 role will be responsible for:
Consulting with management and business partners on matters of significance regarding strategic approaches, effectiveness of support function, and business performance improvement opportunities for the applicable business functions. Such consultation includes discussion of alternatives and implications.
Presenting to mid-level managers on business performance and recommends strategies to implement changes and improvement.
Utilizing thorough knowledge of the functional area or products to support strategic initiatives for the business.
Providing work direction to lower level staff.
Leading diverse support functions and/or operations/production oversight usually for multiple departments within a business group. Functions supported may include: policy/procedure administration and adherence, systems/change initiatives, business continuity planning (example: annual certification and associated problem resolution), legal and regulatory adherence, SLA negotiation/development, reporting and analysis, pipeline, process improvement, quality management, communications, financial control/budgeting oversight (example: monitoring business expenses) and/or team member processing (example: planning focal review).
Providing support and analysts in the integration/implementation of programs/services/initiatives with cross functional business partners, recognizing the significance of competing priorities and strategies, and adjusting as necessary.
Developing reporting and assist in identifying metrics and tracking/evaluating performance of programs, services and initiatives.
Ensuring plans/programs adhere to appropriate policies and regulations. 6 May manage a small team.
Managing work flow, monitoring work progress and providing input to management of work prioritization and completion.
Providing the root cause analysis of the errors marked for the trends to be looked at by the function and business partners.
Conducting knowledge assessment, join calls with LOB and calibration sessions.
Identifying risks and problem areas and recommend improvement.
Market Skills and Certifications
At least 3 years of reporting experience in contact center operations
Preferably with complaints management experience
Amenable to work on shifting schedules and night shift
Amenable to work in McKinley Hill, Taguig
Ability to handle multiple tasks and meet tight deadlines
Intermediate to advances technical skills in MS Office applications; visualization skills, proficient in building reports
Strong analytical and problem solving skills
Ability to multi-task and prioritize in a rapidly changing environment
Team player and enjoy supporting and achieving team goals
Self-starter and take pride and ownership of all tasks assigned
Demonstrated high integrity, tenacity and sense of urgency with previous positions
Ability to work overtime, weekends and holidays if required
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Solid understanding of Wells Fargo enterprise-wide policies and procedures
Knowledge of complaints and its regulatory environment
Demonstrated experience in Universal Workstation
Exceptional relationship-building and team collaboration skills
Adept at working in a fast paced and constantly shifting environment
Experience with Microsoft Office Suite
Demonstrated excellent verbal and written communication skills
Strong analytical and problem resolution skills
Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing and managing pipeline effectively
Demonstrated 1+ year experience in at least one of the following systems: FDR, ECaR, UW/ECMP
Ability to succeed in a team environment and strong focus on attention to detail
Ability to create and maintain complex reports
Ability to connect and liaise with functional partners, LOB partners on conference calls and meeting and calls, understand updates
Proficiency in written and verbal communication skills
Customer service driven
Can understand Customer Complaints
Accurate and timely capture and input of data into various systems and applications
Responsible for completing all assigned tasks accurately and within the defined processing time frame
Understanding of the production environment requirements
Adhere to all aspects of the production related procedures to ensure all internal controls are followed
Escalate any problems resolving exceptions, issues or delays in a timely manner to Supervisor and state side partners, as applicable
Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance
Monitor various email boxes and decision requests based on certain business criteria
Manage multiple projects concurrently and effectively
Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards
Complete special projects as assigned
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Internal Number: 50389BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo