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.
The Complaints Data Analytics and Reporting team (CDAR) organization falls under the Enterprise Complaints Management Office (ECMO) and is accountable for Data, Analytics, and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints, and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning, and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational, and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve, and report customer dissatisfaction across the company.
The Research and Diagnostics team (RAD) within CDAR is responsible for identifying and prioritizing complaints that have the greatest potential for systemic customer issues and for identifying potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause.
The Business Support Consultant 5 (BSC5) will be the leader for Wealth and Investment Management (WIM) and B2B (Commercial Banking and Corporate and Investment Banking) root cause reviews, and will conduct research on complaints to uncover potential systemic problems. They will perform complex forensic reviews on customer level interactions including; collecting data to identify the root cause of problems determined to have systemic implications across the complaint portfolio, end to end analysis of the customer experience related to the complaint, compilation of results, and presentation to key business partners including risk, compliance, and line of business stakeholders. This leader will be responsible for deploying a business as usual (BAU) process to build a sustainable research and engagement model for multiple businesses with a more complex product set, and interfacing with the clients' relationship managers. This role will also be responsible for identifying areas of improvement for efficiencies and consistency throughout the WIM and Wholesale lines of business and presenting to RAD, CDAR and line of business (LOB) leadership, as well as participating and potentially coordinating RAD monthly business reviews.
Primary responsibilities of the position include the following:
Creates and speaks to presentations for engagement with WIM / Wholesale Partners, including senior level leadership, synthesizing research / analytics findings and LOB knowledge to advocate for potential changes to system, processes, and policies that could help WF better serve its customers.
Escalates issues as appropriate to RAD / CDAR leadership and partners across lines of business to discuss findings of potential systemic problems.
Facilitates cross-functional coordination with partners in line of business, operations, technology, analytics, control functions, and other areas to understand the business process impacting our customer journey.
Utilizes numerous systems of record and subject matter experts across the enterprise to identify source(s) of issue and formulates / documents solutions required to address the systemic problem identified in the complaint.
Conducts follow-through and reports on progress of identified issues with leadership team.
Participates in performance monitoring portfolio reviews impacting the broader team.
Influences technology or innovation opportunities on behalf of line of business or group.
10+ years of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning
6+ years of strategic planning and development experience
Ability to influence executive decision-making and successfully negotiate critical issue resolution related to program initiatives
Ability to lead during times of ambiguity and change
Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
Knowledge and understanding of complex regulatory/compliance issues and potential solutions
Ability to quickly and accurately execute tactical deliverables
Strong analytical skills with high attention to detail and accuracy
Ability to interact with all levels of an organization
Ability to take initiative, identify opportunities and implement change
Excellent verbal, written, and interpersonal communication skills
Ability to research, trend, and analyze data
Ability to create and deliver dynamic presentations
Experience determining the root cause of identified issues
Experience reviewing complaints and complaints data
Other Desired Qualifications
Investment or Commercial Banking experience highly desired
Ability to travel up to 10% of the time
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA
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: 5550128-1
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