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Business Initiatives Cnsltnt 3

Company: Wells Fargo
Location: Irving
Posted on: February 15, 2020

Job Description:

Job Details Company Overview 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 Complaints Data Analytics and Reporting team (CDAR) within the Enterprise Complaints Management Office (ECMO) is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company. The Systemic Complaint Issues Review Group is comprised of leaders from the Enterprise Complaints Management Office, Business Groups, and control executive teams. They are responsible for reviewing findings and observations of the Research and Diagnosis Working team and evaluates potential issues, per the Issue Management Policy, to decide whether they should be referred to the issue management process for further review. Referred issues are logged in the issue management system of record with an accountable owner. Once the issue has been referred to the applicable issue owner, the Issue Management Policy prescribes how to evaluate and address the issue, including any customer impact. The Business Initiatives Consultant 3 (BIC3) will support the Systemic Complaint Issues Review Groups as they review and decision appropriate issue management capture, accountability, and appropriate escalation of complaint customer harm analysis. Responsibilities include but are not limited to: - Facilitation of monthly calls consisting of various business partners and leaders across PVSI, Consumer Banking, Wholesale and WIM. - Presents to executive management on findings and recommends strategies to implement changes and improvements. - Utilizes thorough knowledge of the LOB's or business groups functional area or products to support and drive strategic initiatives for the business - Establishes priorities and drives accountability for assigned initiatives, assisting to ensure solutions are designed, integrated and controlled to improve effectiveness, limit risk exposure and create efficiencies, as appropriate. - Policy/Procedure administration and adherence, system change initiatives, business continuity planning, legal and regulatory adherence - Negotiation across multiple LOB's for SLA's and reporting - Ability to synthesize data into a compelling story and influence Senior Leadership with recommendations to improve the customer experience. - Performing highly complex activities related to customer experience, operation risk identification and identifying strategic solutions. Required Qualifications - 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning Desired Qualifications - Ability to articulate complex concepts in a clear manner - Ability to identify inefficiencies, opportunities to streamline business processes, and implement change - Ability to manage complex initiatives - Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment - Ability to take on a high level of responsibility, initiative, and accountability - Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, and Project) skills - Excellent verbal, written, and interpersonal communication skills - Knowledge and understanding of complex regulatory/compliance issues and potential solutions - Outstanding problem solving and decision making skills - Strong analytical skills with high attention to detail and accuracy - Strong time management skills and ability to meet deadlines - Knowledge and understanding of d Risk Platform (SHRP) such as reporting and issue management - Knowledge and understanding of Wells Fargo Enterprise Complaints Policy - Ability to lead during times of ambiguity and change Other Desired Qualifications - Diverse experience spanning across PVSI, Consumer Banking, Wholesale and WIM product lines. - Thorough knowledge of multiple business/functional areas and products to support and drive strategic initiatives. Job Expectations - Ability to travel up to 10% of the time 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. Recommended skills Decision Making Leadership Time Management Complex Problem Solving Negotiation Analytical

Keywords: Wells Fargo, Irving , Business Initiatives Cnsltnt 3, Other , Irving, Texas

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