Business Accountability Specialist- Escalation Review Team

at  Wells Fargo

WHY WELLS FARGO:

This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.
We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Required Qualifications:

• 2+ years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Knowledge and demonstrated experience applying compliance laws and regulations, including UDAAP, FINRA, Reg. E, FCRA, Privacy, BSA/AML, Reg. DD
• Experience with issue management and root cause analysis
• Knowledge of regulatory concepts and familiarity with corporate policies and/or line of business procedures regulatory requirements
• Knowledge of relevant financial regulations and understanding of how they are implemented, managed, and enforced
• Experience with complaints management processes, internal allegations, and/or customer redress processes, systems, and reporting
• Leadership and relationship building skills with the ability to engage and influence others towards achieving goals in a changing environment
• Excellent verbal, written, and interpersonal communication skills to consult with various level within the organization, in particular key stakeholders and executive level leaders
• Strong analytical skills with high attention to detail and accuracy
• Ability to present results of analyses and recommendations to leaders
• Strong organizational, multi-tasking, and prioritizing skills
• Demonstrated collaboration skills and commitment to working as part of a team
• Advanced Microsoft Office skills, including strong Excel and PowerPoint skills/experience used for analysis and storytelling of data
• Experience with Enterprise Complaint Management Platform (ECMP) system
• Ability to work across multiple lines of business
• Ability to review, evaluate, and coordinate the work of other

Wells Fargo is seeking a Business Accountability Specialist to support the Escalation Review Team which is a part of Enterprise Complaints and Remediations (ECR) group.
Enterprise Complaints and Remediations 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 Enterprise Complaints, Customer Remediations, Redress and the Escalated Review Team, 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.

In this role, you will:

• Participate in research, assessment, and documentation of matters relating to the business’ policy and regulatory adherence, risk mitigation, or control efforts; identify patterns and trends and looks for opportunities for procedural or control improvements within area of focus
• Conduct assessments and analysis of basic business or operational outcomes, systems of record, technical assignments, documentation, procedures, or challenges that require research, evaluation, and selection of alternatives; exercise independent judgment to guide completion of medium risk deliverables
• Present concise and well-articulated findings and recommendations, including rationale, to facilitate resolution of identified matters; exercise independent judgment while developing expertise in the risk mitigation or control activities of the business
• Engage in additional research and studies to enhance regulatory knowledge
• Collaborate and consult with colleagues, internal partners, and other business stakeholders to provide feedback, credibly challenge issues, and calibrate, as needed, to ensure alignment, consistency, and accuracy across groups
• Participate in cross-organizational or internal operational initiatives and improvement efforts

Required Qualifications:

• 2+ years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge and demonstrated experience applying compliance laws and regulations, including UDAAP, FINRA, Reg. E, FCRA, Privacy, BSA/AML, Reg. DD
• Experience with issue management and root cause analysis
• Knowledge of regulatory concepts and familiarity with corporate policies and/or line of business procedures regulatory requirements
• Knowledge of relevant financial regulations and understanding of how they are implemented, managed, and enforced
• Experience with complaints management processes, internal allegations, and/or customer redress processes, systems, and reporting
• Leadership and relationship building skills with the ability to engage and influence others towards achieving goals in a changing environment
• Excellent verbal, written, and interpersonal communication skills to consult with various level within the organization, in particular key stakeholders and executive level leaders
• Strong analytical skills with high attention to detail and accuracy
• Ability to present results of analyses and recommendations to leaders
• Strong organizational, multi-tasking, and prioritizing skills
• Demonstrated collaboration skills and commitment to working as part of a team
• Advanced Microsoft Office skills, including strong Excel and PowerPoint skills/experience used for analysis and storytelling of data
• Experience with Enterprise Complaint Management Platform (ECMP) system
• Ability to work across multiple lines of business
• Ability to review, evaluate, and coordinate the work of others

Job Expectations:

• Ability to work on-site at one of the stated locations on the job opening
• Ability to work a hybrid work schedule - 3 days in office / 2 days remote