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 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.
As a part of ACH, ECS, and Instant Payments Operations, the Network Monitoring & Resolution team is seeking a dynamic individual with high initiative and strong customer focus. This position is responsible for problem resolution and research of escalated issues to improve overall process efficiency; review and evaluate service levels that measure accuracy and stellar customer service; and document quality issues for managements review.
• Listen to, review, and score outbound phone calls to ensure employees adhere to call monitoring & disclosure requirements.
• Evaluate case documentation and email correspondence in order to deliver comprehensive quality reviews.
• Formulate scoring decisions within guidelines using sound judgment and expertise.
• Prepare and maintain records, by team, of all outbound calls and tickets evaluated.
• Manage Nacha Rules Violations, partnering with relationship teams, to resolve and respond to non-compliance concerns.
• Conduct various reviews and oversight functions and provide reporting to management.
• Complete research of escalated issues and problem resolution to improve overall process efficiency and service quality.
• Document quality issues and performance measures for management review.
• Document, write, and revise new and existing process documents and procedures.
• Participate in quality assurance initiatives and projects.
• Perform duties and assignments independently and within established timeframes, ensuring accurate follow up including feedback to Team Lead and Manager.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
• Intermediate Microsoft Office (Word, Excel, PowerPoint, Outlook) skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to take initiative and work independently with minimal supervision
• Adept with coordinating multiple tasks to meet aggressive time frames
• Ability to meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Knowledge of the Wells Fargo ACH System, ACH History, Mobius, Hogan, ServiceView, Quality Monitoring Tool, DMS
• Demonstrated knowledge of the ACH system, department functions, policies and procedures
• Demonstrated ability to identify service and processing issues, including knowledge gaps of employee
MN-Minneapolis: 2801 4th Ave S - Minneapolis, MN
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.