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Operational Risk Consultant 3 - PVSI Complaints Control

Company: Wells Fargo Bank
Location: Wilmington
Posted on: December 5, 2019

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 prior to 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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.The PVSI Conduct Control team is actively searching for a qualified candidates to support the PVSI Complaints Control team. These roles will work closely with the Enterprise Complaints Management Office (ECMO), the PVSI LOB Complaints Leaders, and Complaints Oversight to ensure the Complaint Management Policy requirements are implemented and adhered to across PVSI.In addition, these consultants will help identify opportunities for process and technology improvements to reduce customer pain points and complaints. These positions will support the PVSI Complaint Managers to identify and prioritize initiatives designed to address improve customer experience by leveraging complaints root cause analysis.Responsibilities Include:

  • Support PVSI Complaint Managers across all products and services for PVSI to ensure effective identification, intake, research, resolution, and communication to the customer of the final resolution.
  • Support connectivity between PVSI lines of business and the ECMO Complaint Executive Office to understand changes in line of business processes or pending significant events that may have a significant impact on changing complaint volumes to help ensure adequate staffing plans and capacity needs are ready to handle changes in forecasted volumes.
  • Support efforts to ensure effective and appropriate training programs are in place for front line team members so job duties and responsibilities are clearly understood and team members have the information and resources they need to accurately identify customer dissatisfaction and follow defined procedures.
  • Support Managers regarding root cause, cost/benefit and risk analyses to set the foundation for change. The analysis will bring transparency to business problems and build compelling fact-based customer corrective actions and strategic improvement recommendations, which successfully engage line of business leaders and other stakeholders.
  • Work in partnership with the ECMO CDAR team, the PVSI Conduct Reporting and Analysis team, and business leaders to bring transparency to corrective action needs, identify risks and continuous improvement opportunities.
  • Work closely with second line of defense team to ensure procedures and processes are in adherence with the Complaint policy requirements and ensure there is appropriate risk management controls and self-assurance reviews are in place and functioning to the required tolerance levels.
  • Fully support line of business leadership in their accountability for successful execution of the Complaints Management Policy, appropriate escalation and controls, along with deeper identification of customer concerns through root cause analysis for their specific products and services.
  • Partner with Enterprise Complaints Management Program leadership team, PVSI Complaints Executive Office leader, and PVSI leadership to ensure successful deployment of the new integrated Enterprise Complaints Management Platform and Complaints Management Policy.
  • Identification and mitigation of risk through a more holistic view into all customer complaints providing a near ------real-time------ understanding of emerging and systemic issues; creating the opportunity be proactively identify customer issues before they become complaints.
  • Gain effectiveness and efficiency in the sharing, sourcing, and procurement of PVSI leadership support, resources, and funding to build line of business specific improvements into the Enterprise Complaints Management Platform, including integration into PVSI specific systems to drive automation and improved customer view for front line PVSI team members.
  • Determine and drive change management needs in all aspects of complaint management requirements in partnership with the ECMO and Complaint Oversight. Serve as the primary ------Complaints Management Policy Proponent------ for the PVSI lines of business driving strong execution, including responsibility to drive line of business corrective actions.Preferred location: Charlotte, NC; Minneapolis, MN; Des Moines, IA. May consider Atlanta, GA; Dallas, TX; Denver, CO; Phoenix, AZ; Portland, OR; Raleigh, NC; Salt Lake City, UT; San Antonio, TX; St. Louis, MO.Please note: Based 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.

    Required Qualifications
    • 2+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both
    • 2+ years of experience in one or a combination of the following: additional compliance, additional operational risk management, IT systems security, business process management or financial services industry experience; or a BS/BA degree or higher in business or a related field

      Desired Qualifications
      • Intermediate 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
      • A BS/BA degree or higher

        Other Desired Qualifications
        • Ability to communicate powerfully and prolifically to senior leaders and simplify the complex
        • Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization
        • Demonstrated ability to execute effectively in a matrixed organization, develop partnerships with many business and functional areas
        • Flexible and champion of change through the implementation of the risk target operating state, as well as acclimating to new management styles, leadership and move towards Proactive versus Reactive risk management state
        • Support build out of effective Risk/Control programs
        • Experience working in complaints management
        • Experience working closely with second line of defense team to ensure procedures and processes are in adherence with the Complaint policy requirements and ensure there is appropriate risk management controls and self-assurance reviews are in place and functioning to the required tolerance levels
        • Excellent organizational and time management skills with the ability to process multiple tasks simultaneously
        • Strong understanding of policies, procedures, and programs to ensure appropriate and effective risk mitigation controls are in place

          Job Expectations
          • Ability to travel up to 10% of the time

            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.

Keywords: Wells Fargo Bank, Wilmington , Operational Risk Consultant 3 - PVSI Complaints Control, Other , Wilmington, Delaware

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