Research/Remediation Analyst - Disputes Resolution
SCORE Silicon Valley
Makati City, National Capital Region
6d ago

Job Description

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 Manila, Philippines and in Hyderabad, Bengaluru and Chennai in India. Learn more about EGS at our International Careers website.

Department Overview

The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster.

Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.

About the Role

Functions evaluated may cover one or more of the following areas : underwriting, regulatory compliance, fraud, fair lending, and servicing.

Responsibilities

  • Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and / or senior business leaders.
  • This may include a review of in-process, closed or cancelled single loan / credit exceptions, applications, claims, files and / or on-
  • line transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms / conditions, insurer guidelines, investor requirements and / or government regulations or to perform remediation activities.

  • Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc.
  • creating correspondence as needed, processing complex and / or corrective transactions on-line (including monetary and non-

    monetary actions). Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution / negotiation of sensitive and / or time-critical matters.

  • May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements.
  • Recommend standards, policies, and / or procedures to correct deficiencies.
  • Ensures 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.
  • Other duties may include : project work to identify / implement process improvements, performance of ongoing reviews as needed.
  • May generate reports and summarize results.

  • Typically performs team leadership and provides work direction
  • Market Skills and Certifications

  • At least 2 years of tertiary education
  • At least 2 years of working experience as a Customer Service Representative (or similar) in a BPO environment
  • Preferably, with experience handling a financial campaign
  • Preferably, with experience in fraud / disputes services
  • Excellent communication skills
  • Willing to work on shifting schedules
  • Willing to do inbound / outbound calls 100% of the shift
  • Willing to work in McKinley Hill, Taguig
  • 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.

    APAC

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