Business Support Consultant 2

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 13, 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. 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 Shared 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. The Business Support Consultant acting as a Home Lending Relationship Manager will further develop and support the relationships with key business partners across Servicing, providing support regarding customer complaints and escalations referred to the Home Lending Executive Office. Will demonstrate expertise on a variety of topics relevant across Home Lending and expected to pro-actively inform and educate Executive Office (EO) leadership of business trends or identified issues/changes that may impact EO complaint volume. Responsible to initiate and partner on change control efforts deemed necessary after the Lines of Business bring forward remediation efforts, changes or updates that may result in increased complaint volume. Recommend approaches for consistent complaint responses, which may include communications, job aides, Q & A's, suggested verbiage for Letter Wizard updates and enhanced training plans. Obtain information beneficial to our team members to allow them to successfully assist customers. The Relationship Manager will partner with line of business leadership in an effort to support complaint case research and to ensure we meet critical regulatory and Wells Fargo policy requirements. Responsible to monitor line of business response times and internal service level agreements, providing feedback to the business and influencing change to ensure compliance. Responsible to coordinate and facilitate work across multiple business lines simultaneously, engaging and informing the various groups of the other's progress. May assist with the review and certification of Home Lending Executive Office Servicing related procedures and training material, drafting potential complaint alerts and facilitating meetings with EO teams to keep them informed of issues that may create risk for the organization. Will act as the primary contact for line of business partners who have identified customer experience opportunities within the EO, responsible to provide coaching and feedback in a matrixed environment. Expected to partner with Issue Management and Customer Impact Teams, determining when the EOs need education and information regarding group remediations. Work related to these efforts may require engagement and consultation with senior leadership, Legal and Risk leadership and will result in the Relationship Manager presenting findings and remediation decisions to EO leadership. Required Qualifications 4+ years of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning demonstrated through work or military experience Other Desired Qualifications Ability to assess issues, make quick decisions and implement solutions Demonstrated experience influencing business partners to make change in the best interest of the customer experience Experience presenting to senior leadership Prior supervisor and/or management experience Strong desire to improve the customer and the team member experience Strong de-escalation skills Demonstrated ability to establish effective partnerships across the organization Ability to understand business trends and topics of interest to the audience they serve Experience coaching and providing feedback at various levels Ability to influence decisions related to case resolution, resulting in the best interest of the customer and the organization Understanding of procedures and policy for Home Lending Confidence to articulate findings and report out to interested stakeholders Understanding of mortgage servicing process Demonstrated ability to build successful relationships Excellent verbal, written and interpersonal communication skills Ability to quickly move from task to task in an effort to support Complaint Operations with high risk items 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 , Business Support Consultant 2, Professions , West Des Moines, Iowa