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Complaints/EO Team Lead 2

Company: Wells Fargo
Location: West Des Moines
Posted on: May 5, 2021

Job Description:

Job DescriptionImportant 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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.The Consumer and Small Business (CSB) Complaint EO organization, within Enterprise Customer Excellence, manages complaint operations for escalated complaints involving Consumer Credit Card Retail Services, Community Bank, Overdraft Deposit Collections and Recovery, and Consumer and Small Business Banking and Operations. The current need for a Complaints / EO Team Lead 2 will be responsible for the Executive Office Case Specialists who perform research, resolve, and respond to escalated inquiries, complaints, and disputes on all Small Business products and accounts. The Complaints / EO Team Lead 2 will be responsible for evaluating and assessing processes, documentation and/or files to ensure adherence with internal company requirements. Additionally, identify problem areas and provide recommendations, coaching, and/or feedback to improve performance of the team. Other duties may include ad-hoc or project work related to remediation. Additional Responsibilities will include but not limited to:--- Ensuring data is input correctly and proper procedures are followed.--- Ability to dig deep to provide root cause analysis.--- Ensuring identified risks and/or problems are clearly communicated and documented.--- Interacting with appropriate parties for timely resolution; and--- Generating reports that summarize results.As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will: --- Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.--- Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks. Required Qualifications

  • 4+ years of customer contact experience in financial services; or 5+ years of customer service experience, administrative support experience, or a combination of both demonstrated through work or military experienceDesired Qualifications
    • Knowledge and understanding of Wells Fargo Virtual Channels (WFVC) products and services
    • Experience working with Wells Fargo Virtual Channels (WFVC) email servicing processes, policies and procedures
    • Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS
    • Knowledge and understanding of Small Business Lending Operations products and services
    • Experience interacting positively with difficult or irate customers
    • Ability to correspond with customers, responding to their questions and concerns with detailed information
    • Ability to manage a pipeline of work from assignment to completion
    • Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
    • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
    • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
    • Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills
    • Excellent verbal, written, and interpersonal communication skills
    • Experience resolving and working through escalated and complex issues
    • Highly refined and professional verbal and written communications
    • Solid critical thinking skills
    • Strong analytical skills with high attention to detail and accuracy
    • Outstanding problem solving and decision making skills
    • Risk management and mitigation experience
    • Ability to work independently
    • Ability to work in a fast paced deadline driven environment
    • Strong time management skills and ability to meet deadlinesOther Desired Qualifications
      • Knowledge and understanding of the ECMP (Enterprise Complaints Management Platform) systemStreet AddressIA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IADisclaimerAll 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.Benefits SummaryBenefits Visit for benefits information.

Keywords: Wells Fargo, West Des Moines , Complaints/EO Team Lead 2, Other , West Des Moines, Iowa

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