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Complaints/EO Team Lead 2 - CPS

Wells Fargo Hillsboro, OR
  • Expired: October 10, 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.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
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.
The Complaints/EO Team Lead 2 will be responsible for the following: Manages daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies. Responsible for supporting management in the day-to-day supervision of the Consumer Products & Services LOB Escalated Complaints team.
Duties may include: providing guidance to less experienced representatives; assigning cases to complaint team members; training on policies and procedures, new or enhanced services and/or procedural changes; managing daily schedules; providing work direction to team members; reviewing work and providing one-on-one feedback, coaching and mentoring on performance; providing input into team member performance; evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines; acting as a back-up to manager; participating in special projects as assigned.
Hours/Schedule: Flexible to work any hours during department's hours of operation. Department hours of operation are Monday - Friday, 7 am - 6 pm. Hours/Days may change due to business needs.
Position will start on 12/2/19.
**Job may close sooner due to candidate pool**
Required Qualifications:
* 4+ years of customer contact experience in financial services; or 5+ years of customer service experience, administrative support experience, or a combination of both
Desired Qualifications:
* Ability to interact with all levels of an organization
* Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
* Ability to work in a fast paced deadline driven environment
* Advanced Microsoft Office skills
* Excellent verbal, written, and interpersonal communication skills
* Strong analytical skills with high attention to detail and accuracy
* Strong organizational, multi-tasking, and prioritizing skills
* Leadership experience including; coaching, training, and mentoring
* Ability to lead during times of ambiguity and change
* Experience with Wells Fargo complaints management process
* Ability to work nights, weekends, and/or holidays as needed or scheduled
Job Expectations:
* Ability to work nights, weekends, and/or holidays as needed or scheduled
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5514476&PostingSeq=1.
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

Address

Hillsboro, OR
97123 USA