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Complaints/EO Manager 1

Company: Wells Fargo
Location: West Des Moines
Posted on: February 15, 2020

Job Description:

Job Details Company Overview 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. Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints d Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction. Responsible include and are not limited to: - Manage team researching then responding to non-regulatory escalated inquiries and complaints from customers received via the complaints portal decision tool - Utilizing strong knowledge of the organization, technology, products, and/or services, resolves matters raised by customers which require limited research such as: exception tickets, limit authorities, and other non-regulatory complaint matters - Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues - Accountable to ensure team responds to Customer regarding all researched matters - Supplements portal documentation to ensure that research results and actions taken are clearly documented - Notifies leaders about trending matters and recommends opportunities for improvement - Developing, monitoring and maintaining performance standards and goals for team members - Improving group performance - Providing information and consultation to senior management - Resolving complex problems, inquiries or escalations - Ensuring department meets government regulations and company policies Required Qualifications - 5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution - 1+ year of leadership, supervisory, or management experience Desired Qualifications - Banking industry experience - Experience interacting positively with difficult or irate customers - Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues - Ability to resolve and work through escalated and complex customer issues - Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important - Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints - Exposure to Wells Fargo CIV (Customer Information View) application - Knowledge and understanding of Hogan - Strong time management skills and ability to meet deadlines Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. IA-West Des Moines: Min: $56,800 Mid: $80,000 Street Address IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA 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. Recommended skills Adaptability Finance Banking Insurance Documentation Research

Keywords: Wells Fargo, West Des Moines , Complaints/EO Manager 1, Executive , West Des Moines, Iowa

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