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 Customer Remediation Center of Excellence (CRC) organization is an enterprise function. This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. The organization enables more effective and coordinated monitoring, reporting and stakeholder communications. Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.
With the centralization of Customer Remediation functions into the Center of Excellence (CR COE) , we have an immediate need for Research/Remediation Analysts to join our team.
Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
Responds to, researches, and resolves escalated inquiries and complaints requiring special handling that may have been forwarded by management committee members, agencies, and/or senior business leaders
Reviews in process, closed, or cancelled single loan/credit exceptions, applications, claims, files, and/or online transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements, and/or government regulations, or to perform remediation activities
Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions)
Communicates with others (including customers, merchants, clients, executives, agencies, regulators, and bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters
May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements
Recommends standards, policies, and/or procedures to correct deficiencies
Ensures identified risks and/or problems are clearly documented. Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review
May generate reports and summarize results
Typically performs team leadership and provides work direction
Other duties may include: project work to identify/implement process improvements and performance of ongoing reviews as needed
4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance
Intermediate Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Other Desired Qualifications
Ability to be flexible and adjust plans quickly to meet changing business needs
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Strong data entry and attention to detail skills
Ability to provide strong customer service and develop customer relationships
Strong analytical skills with high attention to detail and accuracy
Previous remediation execution experience
Knowledge with 1OFC, iTOP, CARS, Innovis, LexisNexis
Knowledge and understanding of consumer related remediation policy, process, and procedures
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.