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.
About the Department
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), Risk Operations and Fraud Prevention Services (ROFPS), PVSI & Community banking.
About the Role An Operations Analyst 2 will typically spend majority of their time either listening and analyzing recorded calls or reading and analyzing emails.
The analyst will be expected to evaluate calls or emails to determine if certain observable characteristics are present in these interactions (e.
g., complaint, rapport, required disclosures, etc.).
They will also be expected to categorize calls or emails the into specific buckets based on observable characteristics in the interaction.
Review and analyze calls and emails for the enterprise.
Evaluate calls or emails to determine if certain observable characteristics are present (e.g., complaint, rapport, required disclosures, etc.).
Categorize calls or emails into specific buckets based on observed characteristics.
Forward categorized calls or emails to the appropriate escalation party.
Identify and align insights w / speech studies and document findings.
Utilize NICE speech analytics to identify and download calls for targeted purposes (i.e. legal, risk, or quality control).
Gather data and assist with the development of in depth case studies in relation to customer experience, risk management, operational efficiency and coaching routines.
Assist with ongoing production and workflow improvement efforts.
Report any production issues.
Miscellaneous project work - manage small projects, and / or small segments of larger projects in support of the U.S. Speech Analytics Production Support Team.
Market Skills and Certifications
B.A. / B.S. College Degree (4 years)
2 years QA experience, preferably for a financial campaign
Experienced in process audits, compliance and regulatory principles.
Experience in recognizing quality and performance measures.
Demonstrate the ability to communicate confidentially and professionally.
Strong organizational, written and verbal communication, problem solving and interpersonal skills.
Intermediate experience w / Excel and Word.
Demonstrated self-starter with the ability to work independently with limited direction.
Demonstrated ability to handle multiple tasks within short timeframes.
Have the ability to learn quickly, expand and grow skill set with on- the- job tasks.
Demonstrated experience in meeting daily production goal.
Ability to work over time when needed.
Strong analytical skills with high attention to detail and accuracy.
Ability to re-focus based on changing priorities and meet deadlines
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.