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 managing a unique complaints department/function or first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services requiring special handling.Duties may include: developing and monitoring service standards and goals; performing service, and product analyses; improving group performance; providing information and consultation to management; coordinating staff, adhering to budget, and resources to provide quality service; resolving complex issues or inquiries; ensuring unit meets government regulations and company policies; hiring, training, developing, and retaining a diverse workforce.
The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.
Candidates must be flexible to work during department's hours of operation Monday – Friday, 7 am – 6 pm. Hours/Days may change due to business needs.
Posting may close early based on applicant volume.
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
1+ year of leadership, supervisory, or management experience
5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution
Risk management and mitigation experience
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
Ability to work independently
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Outstanding problem solving and decision making skills
Solid critical thinking skills
Strong analytical skills with high attention to detail and accuracy
Experience resolving and working through escalated and complex issues
Strong time management skills and ability to meet deadlines
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Ability to lead during times of ambiguity and change
Other Desired Qualifications
Experience with consumer products, services, and processes
Flexibility to work different shifts
MT-Billings: 2324 Overland Avenue - Billings, MT
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: 5553590
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