Wells Fargo ECMO Intake Specialist 2 in St. Louis, Missouri
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 team members have the tools and training necessary for success.
The ECMO Intake Specialist 2 thoroughly locates the entirety of a customer's account in various systems to ensure a complete record for case management process. Assigns and tracks complaints, following all internal procedures. Conducts Pre-Risk Assessment (PRA) by reviewing complaint for regulatory and non-regulatory flags and classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining
compliance with internal company requirements and standards and/or agency or government regulations. Creates cases and assigns work within department SLA guidelines. Reroutes complaints to other executive complaints offices or line of business complaint offices within SLA guidelines as appropriate. Supports written and verbal complaints received via web forms as needed.
Duties may include:
• Management of daily intake pipeline of both FINRA and non-FINRA WIM complaints
• Developing key relationships across the WIM line of business
• Training on policies and procedures, new or enhanced services and/or procedural changes
• Evaluating processes/procedures to ensure business standards are followed and meet company and regulatory guidelines
- 4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance; or a BA/BS degree or higher
Ability to take initiative and work independently with minimal supervision in a structured environment
Advanced Microsoft Office skills
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Ability to interact with all levels of an organization
Ability to work in a fast paced deadline driven environment
Strong time management skills and ability to meet deadlines
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
The salary range displayed below is based on a Full-time 40 hour a week schedule.
MO-Saint Louis: Min: $41,600 Mid: $57,800
MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO
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.
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.
Company: Wells Fargo
Req Number: 5571223
Updated: 2021-04-17 01:16:26.819 UTC
Location: St. Louis,Missouri