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Complaints/EO Manager 1

Wells Fargo Saint Paul, MN
  • Expired: October 09, 2019. Applications are no longer accepted.

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.
This Complaints/EO Manager 1 works within the Line of Business Escalated group. In this role you will be responsible for managing a unique complaints department/function or first line managers who are responsible for overseeing a team that responds to escalated complaints inquiries or complaints regarding products and services requiring special handling.
Duties may include:

  • Developing and monitoring service standards and goals
  • Performing service and product analyses
  • Improving group performance
  • Providing information and consultation to management
  • Coordinating staff, adhering to budget and resources to provide quality service
  • Resolving complex issues or inquiries
  • Ensuring unit meets government regulations and company policies
  • Hiring, training, developing, and retaining a diverse workforce
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Required Qualifications:
  • 5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution
  • 1+ year of leadership, supervisory, or management experience
Desired Qualifications:
  • Ability to motivate and provide performance feedback to staff
  • Experience resolving and working through escalated and complex customer issues
  • Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
  • Experience developing partnerships and collaborating with other business and functional areas
  • Leadership experience including; coaching, training, and mentoring
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to achieve high production and quality standards
  • Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
  • Experience managing a pipeline of work from assignment to completion
  • Ability to assess current processes/procedures and make recommendations for efficiency
  • Ability to assess issues, make quick decisions, implement solutions, and influence change
  • Ability to be proactive, innovative and creative in meeting customer and enterprise needs
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management
  • Ability to proactively manage and mitigate issues
  • Intermediate Microsoft Office skills
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at
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.
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.

Wells Fargo


Saint Paul, MN
55126 USA