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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. Moreover, will perform ad hoc analysis and activities that ensure holistic coverage to control risk include development of Data Driven Review and usage of quality tools functionality to identify risk and provide oversight. Root cause and ad-hoc analysis will support the Self-Assurance Activities (SAA) program holistically.
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.
About the Role:
Analytic Consultant 2 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.
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 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.
Responsible for consulting with partners to identify and define business requirements and translate business needs into complex analysis designs and recommendations.
Identifies and recommends internal and external data sources, compiles/mines data from multiple, cross business 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.
Take lead on projects and provide guidance to less experienced team members.
Market Skills and Certifications
Around 3-5 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.
~3+ years advanced programming exposure in Python and/or SAS including SQL
~3+ years of consumer, retail banking experience
~3-5 years of experience with relational databases Teradata, Oracle or similar database
~3-5 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 prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and complex environment. Detail oriented, results driven, and has the ability to navigate in a quickly changing and high demand environment while balancing multiple priorities
Ability to research and report on a variety of issues using problem solving skills
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
Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic and good team player with accountability, responsibility and ownership
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: 54017BR
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