About this role:

Wells Fargo is seeking a Customer Experience Consultant in Consumer and Small Business Banking Deposit within the Consumer, Small & Business Banking organization. This role is focused on complaints reporting and policy adherence to the complaints-focused Root Cause Analysis procedure.

Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives

• Identify opportunities for process improvement by conducting root cause testing of all compliance and business metric

• Utilize independent judgment to guide moderate risk deliverables

• Develop customized reports and ad hoc analyses to make dispositions and manage open items

• Perform moderately complex data analysis to support and drive complaints review and disposition

• Conduct root cause analysis of escalated complaints in line with policy requirements

• Identify areas of improvement in existing processes. Identify gaps and recommend improvements.

• Partner and continue to build relationships with channels, product directors, risk and compliance partners to foster relationships and proactive communication

• Collaborate and consult with peers, colleagues, external contractors, and mid-level managers to resolve issues and achieve goals

• Understand compliance and risk management requirements for supported area

• Develop and present findings to leadership and peers

• Opportunity to utilize findings and complaints data to support customer experience requests and initiatives

Required Qualifications:

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge or experience with complaints handling processes
• Experience working within policy driven timelines
• Experience influencing accountable leaders and working collaboratively
• Knowledge or experience with NLP, AI and Tableau development
• Deep experience with quantitative reporting
• Experience with qualitative, risk-based dispositioning

Posting Location(s):

• MN-Minneapolis: 550 S 4th St
• MN-Minneapolis: 600 S 4th St
• NC-Charlotte: 401 S Tryon St

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.