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ECMO Intake Specialist 1

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 16, 2020

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 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.

Thoroughly validate entirety of a customer?s account in various systems within the Enterprise Complaints Centralize Intake (ECCI) team to ensure a complete record for case management process.

Duties may include:

--- Assigns and tracks high risk escalated 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 ECMP 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

***Please note the posting duration may be shortened based on job seeker volume**

Schedule:
Monday - Friday between the hours of 9am - 7pm. Occasional weekends based on business needs.

Required Qualifications

--- 3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higher

Desired Qualifications

--- Excellent verbal, written, and interpersonal communication skills
--- Strong analytical skills with high attention to detail and accuracy
--- Intermediate Microsoft Office skills
--- Experience managing a pipeline of work from assignment to completion
--- Experience meeting high production and quality standards
--- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
--- Ability to provide strong customer service while actively listening and responding in an appropriate manner
--- Experience managing complaints and objections effectively and professionally
--- Experience resolving and working through escalated and complex customer issues
--- Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
--- Call center experience

Other Desired Qualifications

--- Knowledge or experience with the following systems:? EITS, ECMP, CCS and CIV

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.

Keywords: Wells Fargo Bank, West Des Moines , ECMO Intake Specialist 1, Other , West Des Moines, Iowa

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