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Bus Support Cons 5/WIM Root Cause Specialist

Company: Wells Fargo
Location: West Des Moines
Posted on: January 14, 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. 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. Within ECMO, Complaints Data, Analytics, and Reporting (CDAR) organization is responsible for robust complaints reporting, root cause analytics, predictive modeling, proactive issue management, and continuous monitoring of complaints for trending and mitigation of risk. This group is comprised of a group of analytically skilled professionals tasked with the goal of analyzing data around customer interactions for the purpose of identifying opportunities and developing analytical models to improve the customer experience. This role will support the newly formed WIM (Wealth and Investment Management) Customer Complaint Analytics and Insights (WIM-CCAI) Team within CDAR. We are looking for a highly motivated and results-driven individual to join a high performing team of professionals. The team is accountable for leading and delivering cross organizational data and analytics, as well as critical insight for business changes to improve the customer experience. The changes are of high priority, extreme complexity, high visibility both internal and external, and fast paced with time constraints. This role is highly visible and hybrid role that will require program management skills with analytical and problem solving expertise to be successful. Responsibilities: - Manage and execute the Enterprise Root Cause program for WIM and be the SME in root cause analytics. Lead development of strategy, procedures, and tracking and controls mechanisms; ensure alignment with policies and procedures related to Complaint Root Cause Analytics - Conduct LOB Deep Dive Reviews on sample and targeted complaint cases to drive deep level complaint insights - Conduct Deal Reviews targeted to WIM customer profiles to look holistically at customer complaints and the lifecycle of customer issues across products and LOB's - Build and present feedback routines and presentations of results of reviews and remediation opportunities to LOB leadership - Support large-scale analytics projects in order to tell 'one story' about customer experience across multiple LOBs within Wells Fargo. - Execute Enterprise root cause analysis to close identified gaps across WIM product & Services and LOBs. Support Development of predictive analytics leveraging root cause to reduce complaints and improve customer experience Enhance automated complaint classification capabilities by leveraging LOB System of Record and Transactional data and developing models, analytics and business rules. - Participate in discussions between business partners to understand drivers and impacts to trends and data. - Compile/mine data from multiple sources to solve complex operational and/or strategic business problems as they arise, making the appropriate recommendations to maximize operational efficiency, quality and compliance while improving the customer experience. - Ensure adherence to data management regulations and policies. **The preferred locations are posted, may be open to other locations in the U.S.** Required Qualifications - 10+ years of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning Desired Qualifications - Experience in gathering, analyzing and interpreting large datasets - Experience successfully collaborating with others in a change driven environment - Ability to present reports to and interact with senior leaders - Excellent verbal, written, and interpersonal communication skills - Knowledge and understanding of analytical methods used in: statistical analysis, modeling, and reporting - Strong analytical skills with high attention to detail and accuracy - Strong relationship management skills - Experience with text mining or text analytics - Extensive knowledge and understanding of research and analysis - Ability to translate and present complex data in a manner that educates, enhances understanding, and influence decisions Other Desired Qualifications - Ability to development of customer experience/journey data-type analysis, e.g. unstructured emails, SMS text, notes, etc.; transaction data; weblog data; event data, etc. - Knowledge in Wealth and Investment line of business - Problem solving skills with demonstrated experience in solving/concluding esoteric business problems. Ability to breakdown the solution and communicate to all levels. - Knowledge and understanding of product or program management: development of roadmaps, strategies, and management of products ranging from concepts in ideation through to market delivery Job Expectations - Ability to travel up to 20% of the time Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. IA-West Des Moines: Min: $108,500 Mid: $155,000 TX-Irving: Min: $108,500 Mid: $155,000 NC-Charlotte: Min: $108,500 Mid: $155,000 MO-Saint Louis: Min: $108,500 Mid: $155,000 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 Data Mining Leadership Analysis Data Management Research Data Analysis

Keywords: Wells Fargo, West Des Moines , Bus Support Cons 5/WIM Root Cause Specialist, Other , West Des Moines, Iowa

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