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 Executive Office is accountable for driving execution of the Wells Fargo Complaints Management Policy through available customer channels. Escalated Complaint Executive Offices work in tandem with the LOB Executive Complaints offices to assure consistency and continuous alignment on policy and procedure requirements, as well as, change management and quality/risk reviews. They collaborate on relevant complaint metrics and identify ways to deliver continuous improvement opportunities. They lead and advise business leaders on capacity and risk matters, specifically those designed to control high risk complaints as both the line of business and enterprise level.
Consumer Lending Complaint Executive Office is responsible for complaint management for escalated complaints for the Executive Office of , Auto Lending, Personal Lines and Loans and Educational Financial Services.
The Work Director 2 responsibilities include:
Reviewing, prioritizing, and distributing daily work to meet SLAs, deadlines and functional goals.
Monitoring work in progress making adjustments as needed.
Giving feedback and training to staff; supporting in process ramp, staffing and new hire training.
Addressing scheduling issues, including absences, tardiness and managing off-production time.
Giving input to supervisors and leadership team on staff performance and representing in functional meetings.
Taking a lead role in developing and implementing best practices
Increasing effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.
Analyzing and interpreting complex data and creating reports and presentations.
As required, should have the ability to perform regular reviews performed for operational risk review:
Reviewing the complaint to validate the presence of any allegations and adequate resolution of legal, ethical or regulatory violations.
Advising how to populate certain Complaint Policy taxonomy fields that collectively identify that a complaint may pose greater risk (e.g. Discrimination allegation, ethics-related, SCRA, Fair Lending, ADA and etc.);
Referring the complaint to or involving another subject matter expert (SME), legal or other group that has specific expertise to assist;
Advising how best to resolve the complaint and whether any relief (monetary or non-monetary) is warranted;
Coaching on the verbal resolution of a complaint (if appropriate);
Providing guidance on how to resolve a complaint if there is a matter that needs to be reviewed for an exception, such as reinstating an account or credit reporting requirements and etc.
Reviewing the written response and approving the response letter, which may require contributing to re-writing the response and reviewing approved processes for adherence.
Market Skills and Certifications
At least 3+ year of experience in operations, financial, compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination
Amenable to work on shifting schedules and night shift
Amenable to work in McKinley Hill, Taguig
Detail oriented and able to multi-task to accomplish tasks effectively 3 Analyze complex data and make decision for final reconciliation
Quality review skills
Ability to communicate, justify and explain the rationale of findings on a regulatory matter
Ability to handle multiple tasks and meet tight deadlines
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
Intermediate Microsoft Office skills with strong knowledge of Windows and Excel - using Pivot table, V lookup, tracing formulas, running macros
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 Consumer Credit Solutions 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, and/or UW/ECMP
Complete special projects as assigned
Strong knowledge and understanding of bank policies, procedures, and system
Proficiency in written and verbal communications
Customer service driven with focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
Conduct in-depth research based upon 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
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
Ensure final response complies with all submission requirements
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: 50551BR
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