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At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.The Enterprise Complaints Management Office (ECMO) in Consumer Banking plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Operational Risk, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.The Complaints Data Analytics and Reporting team (CDAR) organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.The Business Liaison Consultant 4 is a senior level professional who can lead cross-functional initiatives related to data analytics, reporting, root cause, and customer remediation target operating model. This consultant will have responsibility for activities across the B2C organizations such as data & analytics project and program implementation, process implementation and standardization, and process efficiencies across multiple lines of business for standardization and optimization.This position will provide leadership and LOB engagement related to Data, Analytics, and Reporting support for Consumer Customer Complaint Analytics and Insights for the following support areas/teams: Consumer Banking (Home Lending, Community Bank, Auto, and PLG), PVSI and othersResponsibilities include but are not limited to:
Determines size, scope, impacts, risk, budget and strategy for data, reporting, and analytic requests across B2C LOB's
Lead engagements related to ECMO priorities, building consensus and strong partnerships across B2C.
Provides requirements, tools, direction and oversight to project/initiative team members to ensure standards and Customer Remediation Policy requirements are met in B2C LOB's
Manages competing priorities and strategies by adjusting and negotiating with leadership.
Support technology enhancements as appropriate.
Provides CDAR subject matter expertise on data, reporting, or analytic initiatives
Has the ability to influence outcomes and manage conflict.
Will track, evaluate and drive adherence to applicable CDAR policies
Locations: Phoenix, AZ; Charlotte, NC; Minneapolis, MN; Des Moines, IA; San Antonio, TX – will consider other Wells Fargo locationsRequired Qualifications:
10+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning; or 7+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiries
Ability to travel up to 15% of the time
Job Expectations:
Ability to travel up to 15% of the time
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5511256&PostingSeq=1.All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
