Oct 16, 2019
Job Description 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. Wealth and Investment Management (WIM) businesses build enduring client relationships through sound, thoughtful and objective advice. We help our clients by developing individualized plans for everything from retirement goals to business succession planning, to family legacy intentions. Services include comprehensive planning and advice, investment management, brokerage, private banking, estate planning strategies, trust, insurance and both individual and institutional retirement. The Investment Contact Center (ICC) provides service and support for clients of WIM's five lines of business: Abbot Downing, Retirement, Wealth Management, Wells Fargo Advisors (WFA), and Wells Fargo Asset Management (WFAM). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have team members who work on support teams in business administration, operations, and strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences. • View the "Working at Wells Fargo - Investment Contact Center" video on YouTube to learn more about what it's like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service - the foundation of our culture. • Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying: youtu.be/qoX6zB6YZlM The Investment Contact Center (ICC) group within Strategic Solutions, a division of Wealth & Investment Management, is a leader in integrated financial management and provides customized service to its clients. The ICC vision for the future is to create a centralized operating model in which we can achieve: • One strategic direction for addressing our growing needs and opportunities • One voice to all stakeholders as a single, unified and coordinated channel • One view that leverages the strength of Wells Fargo and supports development of our team members • One seamless, integrated, Omni-channel that delivers an exceptional experience for our clients. This position will be a part of the Workforce Management and Business Performance team within ICC. We are looking for an experienced analyst with a focus on contact center analytics and information technology to join the Speech Analytics Team. In this role, you will specialize in analyzing Client/Team Member interactions from recorded calls using voice analytics technology. This position will work closely with multiple departments to analyze complex data sets, automate dashboards, build alert systems and develop push-reporting. This role has an expectation to focus on Speech Analytics development, Tableau, MicroStrategy, and web based insights. You will also create and maintain analysis and reports in SQL environment (MYSQL, DB2, MSSQL, ETC), document accurate business requirements, make process improvement recommendations, and implement new ideas and strategies designed to transform big data into cognitive insights. Additional responsibilities include: In this role, you will: • Develop and automate relevant metrics, reports, dashboards and data visualizations. • Automation of speech analytics reporting across lines of business. • Identifies business requirements and analytical needs. • Leverage progressive technology to highlight data into actionable insights. • Identifies and integrates potential data sources into the data warehouse. • Compiles and mines data from multiple cross business sources. • Build tools for team members/management to reflect transparent performance results. • Responds to requests for specific, customized reports, and ad hoc analyses. • Analyze and summarize qualitative and quantitative data. • Ensures adherence to data management regulations and policies. • May provide guidance to less experienced specialists and consultants. • Develop and maintain key relationships to other metric and operational teams to ensure consistency of data, analysis, metrics and reporting. • Creating and maintaining data warehouses, ensure the information is accurate. • Build reports in Tableau and MicroStrategy to visualize information to integrate the data source; write SQL queries to show how the business is performing. Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Required Qualifications 6+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 4+ years of experience in one or a combination of the following: reporting, analytics, or modeling Desired Qualifications Brokerage industry experience Experience using speech analysis technology Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills Outstanding problem solving skills Strong presentation skills Strong root cause analysis skills Knowledge and understanding of database querying and creating ad hoc reporting results using SQL or similar querying methods Ability to create and deliver dynamic presentations Experience conducting root cause analysis for data-driven process-related improvements Excellent verbal, written, and interpersonal communication skills Extensive knowledge and understanding of research and analysis Strong analytical skills with high attention to detail and accuracy Other Desired Qualifications Nexidia Speech Analytics Experience providing analytical support to multiple business lines in a contact center environment MYSQL, DB2, MSSQL, and other database management software Street Address MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC MN-Minneapolis: 600 S 4th St - Minneapolis, MN Disclaimer 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.
Salt Lake City, UT, USA