Customer Experience Consultant - Complaints

at  Wells Fargo

PAY RANGE

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$73,100.00 - $129,900.00

APPLICANTS WITH DISABILITIES

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

WELLS FARGO RECRUITMENT AND HIRING REQUIREMENTS:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process

Required Qualifications:

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Knowledge or experience with complaints handling processes
• Experience working within policy driven timelines
• Experience influencing accountable leaders and working collaboratively
• Knowledge or experience with NLP, AI and Tableau development
• Deep experience with quantitative reporting
• Experience with qualitative, risk-based dispositionin

Wells Fargo is seeking a Customer Experience Consultant in Consumer and Small Business Banking Deposit within the Consumer, Small & Business Banking organization. This role is focused on complaints reporting and policy adherence to the complaints-focused Root Cause Analysis procedure.
Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
• Identify opportunities for process improvement by conducting root cause testing of all compliance and business metric
• Utilize independent judgment to guide moderate risk deliverables
• Develop customized reports and ad hoc analyses to make dispositions and manage open items
• Perform moderately complex data analysis to support and drive complaints review and disposition
• Conduct root cause analysis of escalated complaints in line with policy requirements
• Identify areas of improvement in existing processes. Identify gaps and recommend improvements.
• Partner and continue to build relationships with channels, product directors, risk and compliance partners to foster relationships and proactive communication
• Collaborate and consult with peers, colleagues, external contractors, and mid-level managers to resolve issues and achieve goals
• Understand compliance and risk management requirements for supported area
• Develop and present findings to leadership and peers
• Opportunity to utilize findings and complaints data to support customer experience requests and initiatives

Required Qualifications:

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge or experience with complaints handling processes
• Experience working within policy driven timelines
• Experience influencing accountable leaders and working collaboratively
• Knowledge or experience with NLP, AI and Tableau development
• Deep experience with quantitative reporting
• Experience with qualitative, risk-based dispositioning

Posting Location(s):

• MN-Minneapolis: 550 S 4th St
• MN-Minneapolis: 600 S 4th St
• NC-Charlotte: 401 S Tryon St