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.
This position will collaborate with other Wells Fargo teams to effectively drive and coordinate research on highly complex and comprehensive complaint research, including analysis and trending/insights of findings.
This is a highly cross functional role and the team member will have the opportunity to collaborate with partners across the organization. We are seeking a high energy individual with strong communication skills and analytic abilities, who will be excited to bring their own knowledge and perspectives that will help the business continually grow.
Responsibilities may include, but are not limited to:
Researching complaint cases to understand customer journey and pain points
Compiling and preparing executive summaries, presentations for management and senior leaders
Performing reporting and analysis of findings and trends using statistical and/or financial analysis
Communicating findings and recommendations to stakeholders and leadership
Collaborating with cross functional teams on key business initiatives
Developing a forum/template to communicate results to business and control teams to influence change and share best practices
Position will be located in the following location: 401 S Tryon St, Charlotte, NC
Please note: Job posting may close early based on volume of applicants.
5+ years of reporting experience, analytics experience, or a combination of both demonstrated through work or military experience; or a BS/BA degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 3+ years of reporting experience, analytics experience, or a combination of both
Extensive knowledge and understanding of research and analysis
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Experience successfully collaborating with others in a change driven environment
Ability to translate and present complex data in a manner that educates, enhances understanding, and influence decisions
Ability to present reports to and interact with senior leaders
Ability to research, compile, and present critical operational data in executive summaries
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Other Desired Qualifications
Working knowledge of B2B; including Commercial Banking, Corporate and Investment Banking, Small Business,Treasury and Merchant Services
Ability to identify and prioritize complaints that have the greatest potential for systemic customer issues and potential customer impact.
Ability to synthesize information from the indicator sources, perform operational and/or analytical research, and identify the root cause.
Ability to travel up to 10% of the time
NC-Charlotte: 401 S Tryon St - Charlotte, NC
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.
Internal Number: 5553295
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo