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 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.
Within the ECMO, the WIM Complaints Executive Office evaluates, researches and responds to customer complaints and ensures appropriate filing with the Enterprise and FINRA. The WIM Complaints Executive Office also works with the field, the back office and other enterprise teams to resolve customer complaints appropriately while capturing necessary data elements for the regulatory filings and to provide business intelligence back to the business for consideration of enhancements/coaching. Within WIM Complaints Executive Office, the Quality Assurance (QA) team reviews the customer complaint program processes and documentation to ensure adherence to internal policies and procedures, as well as applicable rules and regulations.
Within WIM Complaints Executive Office, the Quality Assurance (QA) team reviews the customer complaint program processes and documentation to ensure adherence to internal policies and procedures, as well as applicable rules and regulations. The EO QA/SA Analyst will perform quality assurance activities in support of federal, state, agency, legal and regulatory requirements. The successful candidate should be comfortable working in a rapidly changing environment and be able to remain current on all complaint-related requirements. In addition to conducting reviews and reporting on results, the candidate must be able to complete evaluations using a defensible approach, where a standard answer or guidance may not always be available.
5+ years of experience in one or a combination of the following: customer contact or customer service in financial services, administrative support, underwriting, quality assurance, brokerage operations, client account supervision, risk, or compliance
Experience performing quality assurance audits
Strong conflict resolution skills
Strong analytical skills with high attention to detail and accuracy
Experience developing partnerships and collaborating with other business and functional areas
Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
Strong independent thinking skills
Excellent verbal, written, and interpersonal communication skills
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Other Desired Qualifications
Strong knowledge of Wells Fargo Advisors products/services
Review complaint research and resolutions
Ensure regulatory and corporate standards are met
Input required data into the system of record
Track findings and communicate results
Provide guidance to team members as necessary
Identify potential risks/problem areas and make recommendations to improve performance
Assist in designing/implementing new quality assurance reviews, when required
Successfully completed FINRA SIE and Series 7 to qualify for immediate registration or ability to obtain within a 90 time period if not immediately available to transfer upon hire
Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.
Registration for FINRA Series 7 must be completed within 90 days of hire date if it is not available for transfer upon hire. FINRA recognized equivalents will be accepted.
MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO
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: 5546169
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