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Auto - EO Case Specialist 2

Company: Wells Fargo Bank
Location: Chandler
Posted on: February 15, 2020

Job Description:

Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application. 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. The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success. This position is Auto Exec Complaints Management Office and is supporting phone escalation and written correspondence complaints. Also responsible for receiving, researching and resolving direct customer complaints as well as customer complaints escalated through outside agencies such as the Better business Bureau (BBB) and Consumer Financial Protection Bureau (CFPB). The position is a Senior Individual Contributor that serves as a resource/subject matter expert for the Complaints Resolution and assists the overall team and management. The duties for this role will include, but are not limited to: - Handle basic and advanced customer inquiries and process customer transactions. Provide excellent customer service at all points of customer contact both internally and externally. - Assist in monitoring the workload of Team Members and ensures accuracy and timeliness of work. Serve as an internal department resource to associates and resolve/assist with complex and escalated customer issues. Provide feedback and guidance to Team Members regarding work processes as assigned. - Compile standard and non-standard reports and interpret management reports regarding critical business functions. Make recommendations to processes, policies, and procedures to improve service and gain efficiencies. Help communicate and implement changes as requested. - Provide training to associates to improve/refresh skills and participate in associate interviews. - Serve as a High Risk Letter Review subject matter expert with focus on quality and accuracy. Position Hours/Schedule: Work Scheduled will be Monday-Friday from 7am to 6pm, shift can be scheduled during any of these business hours, May be open on Saturday in the future; hours may change due to business needs so schedule must be flexible Required Qualifications 5+ years of experience in customer contact, customer service, or a combination of both in financial services; or 6+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance Desired Qualifications Knowledge and understanding of auto policies and procedures Experience composing formal business correspondence Risk and regulatory compliance experience Ability to achieve high production and quality standards Ability to be proactive, innovative and creative in meeting customer and enterprise needs Ability to execute in a fast paced, high demand, environment while balancing multiple priorities Ability to interact with all levels of an organization Ability to maintain professional etiquette under pressure Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment Ability to navigate multiple computer screens while working on the phone Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment Ability to quickly establish credibility to build and maintain effective working relationships Ability to research and resolve complex customer issues Ability to resolve and work through escalated and complex customer issues Ability to work effectively in structured but flexible, adaptable and changing, call center environment Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills Exposure to Wells Fargo CARS application Exposure to Wells Fargo iTop application Good analytical skills with high attention to detail and accuracy Good quality review skills Knowledge and understanding of auto finance industry Knowledge and understanding of the UW (Universal Workstation) system Outstanding problem solving and decision making skills Solid critical thinking skills Strong analytical skills including analyzing complex data Strong analytical skills with high attention to detail and accuracy Strong collaboration and partnering skills Strong organizational, multi-tasking, and prioritizing skills Leadership experience including; coaching, training, and mentoring BS/BA or higher in English, journalism, professional writing, creative writing, education, or communications Ability to be flexible and adjust plans quickly to meet changing business needs Job Expectations Ability to work additional hours as needed Ability to work nights, weekends, and/or holidays as needed or scheduled Disclaimer 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.

Keywords: Wells Fargo Bank, Chandler , Auto - EO Case Specialist 2, Other , Chandler, Arizona

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