About Enterprise Global Services
Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.
EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.
About the Department
The Enterprise Complaints Executive Office is accountable for driving execution of the Wells Fargo Complaints Management Policy through available customer channels.
Escalated Complaint Executive Offices work in tandem with the LOB Executive Complaints offices to assure consistency and continuous alignment on policy and procedure requirements, as well as, change management and quality / risk reviews.
They collaborate on relevant complaint metrics and identify ways to deliver continuous improvement opportunities. They lead and advise business leaders on capacity and risk matters, specifically those designed to control high risk complaints as both the line of business and enterprise level.
Consumer Lending Complaint Executive Office is responsible for complaint management for escalated complaints for the Executive Office of Home Lending, Auto Lending, Personal Lines and Loans and Educational Financial Services.
About the Role
An Operational Risk Consultantreviews the complaint to validate the presence of any allegations and adequate resolution of legal, ethical or regulatory violations.
Advises how to populate certain Complaint Policy taxonomy fields that collectively identify that a complaint may pose greater risk (e.
g. Discrimination allegation, ethics-related, SCRA, Fair Lending, ADA and etc.);
Refers the complaint to or involving another subject matter expert (SME), legal or other group that has specific expertise to assist;
Advises how best to resolve the complaint and whether any relief (monetary or non-monetary) is warranted;
Coaches on the verbal resolution of a complaint (if appropriate);
Provides guidance on how to resolve a complaint if there is a matter that needs to be reviewed for an exception, such as reinstating an account or credit reporting requirements and etc.
Reviews the written response and approving the response letter, which may require contributing to re-writing the response and reviewing approved processes for adherence.
Conducting timely pre-response risk reviews on high risk complaints for the EO. The reviews include ensuring appropriateness of resolution, review of response letter and determining if there is potential for remediation and related regulations that need to be flagged on the complaint case.
Review will include checking to ensure appropriate research, accuracy of response and key procedural steps are reviewed on high risk complaints.
Conducting timely pre-response risk reviews on all Tier 0 complaints. Review will include determining if there is potential for remediation and related regulations that need to be flagged on the complaint case and ensuring the complaint was addressed appropriately.
Assisting the EO with various escalation questions and reviews outside of the high risk process and pre / post review processes.
Review of high risk taxonomy elements for accuracy.
Partnering with the Root Cause Analysis teams to determine if a deep dive review needs to be conducted or potential opportunities.
Identifying risks and / or gaps through trending analysis and report results to stakeholders.
Partnering with U.S. peers, EO, other similar EO / Control teams in the enterprise.
Review and effectively communicate findings rationale of risk review via email correspondence or through system of record (ECMP) or the dispute process.
Market Skills and Certifications
1+ year of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both
Demonstrated 1+ year experience in at least one of the following systems : FDR, ECaR, and / or UW
Ability to work overtime, weekends and holidays if required
Ability to communicate, justify and explain the rationale of findings on a regulatory matter
Ability to handle multiple tasks and meet tight deadlines
Strong analytical and problem solving skills
Ability to multi-task and prioritize in a rapidly changing environment
Team player and enjoy supporting and achieving team goals
Self-starter and take pride and ownership of all tasks assigned
Demonstrated high integrity, tenacity and sense of urgency with previous positions
Intermediate Microsoft Office skills
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Solid understanding of Wells Fargo enterprise-wide policies and procedures
Knowledge of Consumer Credit Solutions and its regulatory environment
Demonstrated experience in Universal Workstation
Exceptional relationship-building and team collaboration skills
Adept at working in a fast paced and constantly shifting environment
Experience with Microsoft Office Suite
Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing and managing pipeline effectively
Customer service driven
Conduct in-depth research based upon Customer Complaints
Accurate and timely capture and input of data into various systems and applications
Responsible for completing all assigned tasks accurately and within the defined processing time frame
Adhere to all aspects of the production related procedures to ensure all internal controls are followed
Escalate any problems resolving exceptions, issues or delays in a timely manner to Supervisor and state side partners, as applicable
Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance
Monitor various email boxes and decision requests based on certain business criteria
Manage multiple projects concurrently and effectively
Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards
Ensure final response complies with all submission requirements
Complete special projects as assigned
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.