Research/Remediation Analyst 1
Wells Fargo
Manila Philippines
5d ago

Market 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 Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. 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.

LOB Overview

Responsible for resolving fraud and non-fraud customer disputes on their ATM and / or Debit Card. The group decides and closes disputed claim after investigation and notifies the customer of the results thru letter.

About the role

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


  • 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

    Essential Qualifications

  • Completed 2nd year in College (Bachelor’s Degree) or finished 2 to 3 year Associate Degree course
  • At least two years of experience in one or a combination of the following : financial services, fraud, investigations, Bank Secrecy Act, anti-
  • money laundering, or criminal justice.

  • High verbal, written, and comprehension English language proficiency. Prior experience with Wells Fargo credit or debit products is beneficial.
  • Desired Qualifications

  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E.
  • Able to multitask and utilize the system of record tool and speak on the telephone to identify and remediate risk issues.
  • Must be able to review system of record activity and determine next course of action.
  • Excellent verbal, written, and interpersonal communication skills amongst all levels of the organization.
  • 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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