Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Enterprise Customer Excellence Group (ECEG) 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 Net Promoter System, 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 team members have the tools and training necessary for success.
Responsible for performing advanced, comprehensive reviews of multiple types of executive resolution transactions and case reviews within a business line. Duties include: evaluating case intake, distribution, research, communication and/or resolution; ensuring customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations; ensuring identified risks and/or problems are clearly documented and interacts with appropriate parties for timely resolution; ensuring corrective action on exceptions and problems identified; required data is input and proper procedures were followed; providing guidance to staff regarding documentation and resolution requirements. Identifies risks and problem areas and recommend improvements.
1+ year of experience in one or more of the following: quality assurance, customer contact center, loan documentation, loan servicing, operational risk, underwriting or risk evaluation demonstrated through work or military experience; or a BS/BA degree or higher
Knowledge and understanding of Quality Assurance (QA) analysis in the financial services industry
Outstanding problem solving and decision making skills
Knowledge and understanding of sales and service processes and procedures; preferably for Wells Fargo Community Bank and Regional Bank Line of Business
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to communicate confidentially and professionally
Ability to organize and manage multiple priorities
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Ability to perform quality assurance audits
2+ years of call center experience
ND-Fargo: 400 45 St S - Fargo, ND
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Internal Number: 5553322
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