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
About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.
Department Overview: The U.S. Home Lending Servicing Self-Assurance Quality Analytics team and program ensures optimum focus on risk disciplines, executing a consistent approach, and achieving holistic coverage to properly control risk across Home Lending Servicing and creating greater connectivity to enterprise risk management. Activities that perform self-assurance monitoring of customer interactions and processes across Wells Fargo Home Lending contact centers. Administration and support functions will ensure consistent approach to execution include support of the review script development update process, documentation, and tracking, centralization of population gathering and sampling, as well as, reporting to monitor execution and results.
Root Cause & Complaints Analytics Wells Fargo Home Lending Self Assurance Monitoring teams leverage complaint and operational data dispersed across multiple businesses and systems to validate business processes and controls. Our root cause analytics and complaint analytics function would look at results within our quality reviews to understand the defect details, root cause, risk and impact. How it impacts customers, Wells Fargo, and/or investors. We need to trend the risk of control breakdowns understanding if these are reoccurring defects, a systemic issue, procedural gap or simply a gap in control.
About the Role:
Analytic Consultant 1 is an individual contributor role within the Consumer and Small Business Banking. Specifically this person will perform the root cause analysis on unstructured complaint notes using Text Mining/NLP and other advance analytics algorithm. The ideal candidate will be able to partner with the business to identify opportunities to find the customer pain points in a more proactive and consistent manner. The ideal candidate will be able to leverage the analysis to gain management buy-in and approval and then execute support activities to guide recommendations into action. Create an analytic environment to understand root causes of complaints.
Responsible for identifying business requirements and translating business needs into moderately complex analyses and projects for the Home Lending Self-Assurance Quality Program.
Responsible to do deep dive analysis on unstructured complaint notes and provide meaningful business insights, leverage the speech analytic capability to translate the voice of customer into text notes and apply advance analytics to identify the emerging themes/topics.
As part of the complaints data analytics team the analyst need to identify the trends of the customer complaints and extract meaningful insights to understand the root cause of the customer complaints and recommend meaningful analytical solutions to mitigate risk.
Identifies and recommends internal and external data sources, compiles/mines data from multiple, cross business sources
Ensures adherence to data management/data governance regulations and policies. Data involved may be very large, structured or unstructured, and from multiple sources.
To a certain degree, may assist indirectly in the technical build-out and/or support of databases, query tools, reporting tools, BI tools, dashboards, etc. that enable analysis, modeling, text mining and/or data visualization.
Market Skills and Certifications
Around 1-3 years in similar analytics role
Under graduate or post graduate degree in applied mathematics, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis.
~1-3 years advanced programming exposure in Python and/or SAS including SQL
~1-3 years of consumer, retail banking experience
~1-3 years of experience with relational databases Teradata, Oracle or similar database
~1 years of strong hands on experience in BI reporting suite like Tableau, Power BI etc.
Good knowledge and hands on experience in strategic analysis and finding the root cause involving some deep dive using Text Analytics/NLP
Prior experience with speech analytics is always an advantage
Persuasive written and verbal communication skills
Good to have exposure with advance analytics/modeling or BI Reporting tools
Domain knowledge about Home Mortgage or other secured lending products is preferred
Ability to research and report on a variety of issues using problem solving skills
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to learn the business aspects quickly, multitask and prioritize between projects.
Exhibits appropriate sense of urgency in managing responsibilities
Ability to accurately process high volumes of work within established deadlines. Available to flex schedule periodically per business requirements
Demonstrate strong negotiation, communication & presentation skills
Demonstrates a high degree of reliability, integrity and trustworthiness
Takes ownership for responsibilities for own and drive same effort to the team. Proactive and takes part in org. initiatives
Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic and good team player
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: 54018BR
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