ECMO Intake Specialist 1
Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 16, 2020
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
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
--- Creates cases and assigns work within department SLA
--- Reroutes complaints to other executive complaints offices or
line of business complaint offices within SLA guidelines as
***Please note the posting duration may be shortened based on job
Monday - Friday between the hours of 9am - 7pm. Occasional weekends
based on business needs.
--- 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
--- Excellent verbal, written, and interpersonal communication
--- Strong analytical skills with high attention to detail and
--- Intermediate Microsoft Office skills
--- Experience managing a pipeline of work from assignment to
--- 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
--- Experience resolving and working through escalated and complex
--- Knowledge and understanding of Wells Fargo Enterprise
--- Call center experience
Other Desired Qualifications
--- Knowledge or experience with the following systems:? EITS,
ECMP, CCS and CIV
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines,
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
Keywords: Wells Fargo Bank, West Des Moines , ECMO Intake Specialist 1, Other , West Des Moines, Iowa
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