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 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 team members have the tools and training necessary for success.
The Customer Remediation Center of Excellence (CRC) organization is an enterprise function. This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. The organization enables more effective and coordinated monitoring, reporting and stakeholder communications. Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.
The Customer Remediation Center of Excellence (CRC) provides the following services:
Business Partner Remediation Support
Remediation resources and project execution support
Remediation Process, Tools, and Governance
Business Liaison Consultant 4
Effective timely and quality planning and oversight of customer remediation activities for the Wholesale line of business.
Developing and maintaining effective business relationships with senior leaders and other key stakeholders while advising and overseeing remediation approaches to include decision making
Partnering with business and support leaders to ensure effective implementation of the CR COE vision, strategy and policies/procedures. This could include the facilitation, development and/or implementation of new or enhanced processes, procedures and other materials to support the CR lifecycle.
Responsible for the communication and implementation of remediation operational changes for the Wholesale business.
Tracks/evaluates performance of programs, remediations and other key initiatives.
Ensures plans/programs adhere to appropriate policies and regulations.
Supports special projects for standardization and organizational alignment.
'Audit' ready documentation
Other Wells Fargo work locations may be considered.
Highly refined and professional verbal and written communications
Knowledge and understanding of consumer related remediation policy, process, and procedures
Knowledge and understanding of risk management
Strong collaboration and partnering skills
Other Desired Qualifications
Strong communicator with the ability to know the audience and deliver the right message to Senior Leaders
Experience with the customer remediation life cycle including issue identification, intake, planning, execution, execution close and remediation validation and monitoring.
Proven pipeline management and implementation experience
Proven success in both verbal and written communication with senior business leaders / key business partners
Experience with successfully monitoring and controlling the risk by using effective planning, communications, and status reporting
Strong ability to prepare remediation and presentation materials for various levels of leadership
Direct knowledge or experience with the Wholesale line of business preferred
IA-Des Moines: 6200 Park Ave
TX-San Antonio: 4101 Wiseman Blvd
AZ-Chandler: 2600 S Price Rd
NC-Charlotte: 301 S Tryon St
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.