Senior Research Remediation Analyst
Wells Fargo
Manila, Metro Manila, Philippines
2d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a leading global financial services company headquartered in San Francisco (United States).

Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients.

We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace.

Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you.

Market Job Description

About Wells Fargo Philippines

Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics.

We operate in Taguig City, Metro Manila.

About the Department

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 employees have the tools and training necessary for success.

About the Role

Internally known as Research / Remediation Analyst 4 )

Within the Customer Remediation Center of Excellence, the Manual Review team performs research to determine the remediation needed on customer accounts.

This activity is necessary because data cannot be systemically collected and / or illogical data gaps exists. The unstructured data is pieced together during the manual review to come up with the appropriate decision to accurately remediate customers.

Responsibilities

  • Perform manual review on complex customer account remediation following procedures to determine appropriate course of action;
  • conducting investigative steps to fully identify the issues; researching product information, terms, conditions, contracts, etc.

    Support team as point contact for escalations and answer questions on complex cases that don't fit standard procedures

    Periodically coordinate and package set of remediation cases sent for Quality Assurance and serve as point contact for questions and follow up.

    Recommending standards, policies, and / or procedures to correct deficiencies

  • Ensuring 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

    Market Skills and Certifications

    Required Qualifications

  • 4+ years of experience in a financial services environment; or 4+ years of experience in experience in one or a combination of the following : financial services administration, underwriting, claims resolution or quality assurance
  • Excellent Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to research and resolve complex customer issues
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Strong time management skills and ability to meet deadlines
  • Ability to manage a pipeline of work following procedures with high accuracy from assignment to completion
  • Strong attention to detail and accuracy skills
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written and interpersonal communication skills
  • Other

    Desired Qualifications

  • 1+ years' general remediation research and / or execution experience
  • Knowledge and understanding of consumer related remediation policy, process, and procedure
  • Knowledge with SVP and ITOP
  • 9 : 00PM to 6 : 00PM

    Taguig City, Philippines

    We Value Diversity

    At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law.

    We comply with all applicable laws in every jurisdiction in which we operate.

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