Complaints/EO Manager 1

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.
The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

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 employees have the tools and training necessary for success.

Responsibilities include, and are not limited to:

• Managing a team responsible for researching then responding to non-regulatory escalated inquiries and complaints from customers, received via the complaints portal decision tool
• Utilizing strong knowledge of the organization, technology, products, and/or services, resolving matters raised by customers which require limited research such as: exception tickets, limit authorities, and other non-regulatory complaint matters

Duties also include:

• Communicating with other departments, managers, merchants, or vendors to resolve customer issues
• Accountable to ensure team responds to Customer regarding all researched matters
• Supplements portal documentation to ensure that research results and actions taken are clearly documented
• Notifying leaders about trending matters and recommending opportunities for improvement
• Developing, monitoring, and maintaining performance standards and goals for team members
• Improving group performance
• Providing information and consultation to senior management
• Resolving complex problems, inquiries, or escalations
• Ensuring department meets government regulations and company policies
• Ability to adapt to change

As an Employee 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 employees feel included, valued, and supported to do work that energizes them.
• Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

• 5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution
• 1+ year of leadership, supervisory, or management experience

• Experience interacting positively with difficult or irate customers
• Ability to resolve and work through escalated and complex customer issues
• Banking industry experience
• Knowledge and understanding of customer fraud claims
• Retail banking experience
• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
• Strong time management skills and ability to meet deadlines
• Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Ability to motivate and provide performance feedback to staff
• Knowledge and understanding of Hogan
• Experience with Customer Information View (CIV) application
• Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
• Excellent verbal, written, and interpersonal communication skills
• A BS/BA degree or higher
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Tableau experience

UT-Salt Lake City: 260 Charles Lindbergh Dr - Salt Lake City, UT

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.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.