Quality Assurance Analyst 2
Wells Fargo
Makati City, National Capital Region, Philippines
3d 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 30 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

Quality check the research in the systems of record and correspondence conducted by the complaints team members

Validate resolution of issues raised in the complaint

Review and approve the resolution being provided to the customer

Complete scorecards to track the accuracy of the case

Monitor caseloads for adherence to SLAs

Review and effectively communicate findings rationale of quality review via email correspondence or the dispute process.

Achieve / exceed the set productivity targets.

Complete tasks within process specific TAT

Number of errors are consistently below process quality threshold

Is supportive of the team and contributes to it in an individual capacity

Receives feedback openly from others post implementation of learning experiences

Adapts to change within the organization with guidance from others

Proactively shares knowledge and readily helps and guides others

Proactively volunteers to contribute in team initiatives

Market Skills and Certifications

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

Ability to work overtime, weekends and holidays if required

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 complaints 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 excellent verbal and written communication skills

Strong analytical and problem resolution skills

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

Demonstrated 1+ year experience in at least one of the following systems : FDR, ECaR, UW / ECMP

Proficiency in written and verbal communications

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

Understanding of the production environment requirements

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.

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