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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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 employees have the tools and training necessary for success.

The Complaints/EO Manager is responsible managing a team lead and a team of Case Specialists that handle unique complaints and department/functions that respond to escalated complaints inquiries or complaints regarding products and services requiring special handling. Provides guidance to team members with interpreting and understanding complex investor/regulatory requirements and policies.

Responsibilities Include:

* Providing direction and leadership to team members responsible for researching and resolving complaints
* Develop and monitor service standards and team member goals and objectives
* Provide product analyses, information and consultation to upper management
* Knowledgeable of the line of business and of the Executive Office process/procedures
* Providing coaching to team members to ensure guidance on proper research and resolution to the customer
* Identifying training and coaching opportunities to help improve team member performance and overall quality
* Responsible for generating and reviewing various production reports
* Overseeing department scheduling and real-time monitoring
* Overseeing adherence to department service levels
* Evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines regulations and company policies; hiring, training, developing, and retaining a diverse workforce.
* Career and performance development; write mid-year and year end reviews

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

Please Note: Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

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Required Qualifications
* 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

Desired Qualifications
* Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
* Ability to lead during times of ambiguity and change
* Ability to motivate and provide performance feedback to staff
* Experience with Wells Fargo complaints management process
* Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
* Experience reading, analyzing, and interpreting documents/reports
* Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
* Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
* Ability to assess current processes/procedures and make recommendations for efficiency
* Ability to assess issues, make quick decisions, implement solutions, and influence change
* Knowledge and understanding of Shaw, ACAPS, FDR, ECaR, and/or other Consumer Lending applications
* Strong organizational, multi-tasking, and prioritizing skills
* Strong analytical skills with high attention to detail and accuracy
* Ability to work in a fast paced deadline driven environment
* Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
* Experience developing partnerships and collaborating with other business and functional areas

Street Address
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA

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.

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