Mar 26, 2020

Complaints/EO Team Lead 2 - Consumer Products and Services

  • Wells Fargo
  • Shoreview, MN 55126, USA
Full-Time QA-Quality Control

Job Description

Job Description
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.
The Complaints/EO Team Lead 2 supports Consumer Products and Services and manages a daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies. They are responsible for supporting management in the day-to-day supervision of a Production Support team.
Duties may include: providing guidance to less experienced representatives; assigning cases to complaint team members;
training on policies and procedures, new or enhanced services and/or procedural changes; managing daily schedules; providing work direction to team members; reviewing work and providing one-on-one feedback, coaching and mentoring on performance; providing input into team member performance; evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines; acting as a back-up to manager; participating in special projects as assigned.
Position Hours/Schedule: Work Scheduled will be Monday-Friday from 8am to 5pm CT; hours may change due to business needs so schedule must be flexible

Required Qualifications
  • 4+ years of customer contact experience in financial services; or 5+ years of customer service experience, administrative support experience, or a combination of both

Desired Qualifications
  • Compliance and regulatory systems experience
  • Experience composing formal business correspondence
  • Risk and regulatory compliance experience
  • Ability to follow policies, procedures, and regulations
  • Strong organizational, multi-tasking, and prioritizing skills
  • Excellent verbal, written, and interpersonal communication skills
  • Experience resolving and working through escalated and complex customer issues
  • Ability to write concisely and clearly
  • Experience managing a pipeline of work from assignment to completion
  • Experience developing partnerships and collaborating with other business and functional areas
  • Ability to take initiative and work independently with minimal supervision in a structured environment
  • Leadership experience with ability to effectively manage and engage teams
  • Ability to identify and evaluate trends, isolate root cause, and provide swift/thorough resolution
  • Experience reading, analyzing, and interpreting documents/reports
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information
  • Call center customer service experience in the financial services industry

Job Expectations
  • Ability to work additional hours as needed

Street Address
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN


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.



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