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Auto - Complaints/EO Team Lead 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 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. Wells Fargo Auto Consumer Lending Exec Complaints is currently seeking a candidate for the Team Lead position. This individual will be responsible for supporting phone escalation and written correspondence complaints. Also responsible for receiving, researching and resolving direct customer complaints as well as customer complaints escalated by business partners within Auto as well as complaints filed through outside agencies such as the Better business Bureau (BBB) and Consumer Financial Protection Bureau (CFPB). This critical role creates a connection point between our customers and Wells Fargo providing the company with an opportunity to satisfy the customer concern as well handling all executive level escalated servicing issues via inbound telephone contact, e-mail, US mail or fax to provide high quality service along with timely & accurate resolution of more complex customer problems and to report these issues on a monthly basis to senior management. Team lead duties will be overseeing the Customer Connection Team Analysts for support, coaching, testing system upgrades, assisting the manager and handling project work. A successful candidate will: Managing the team's daily pipeline, providing guidance to resolve complex cases Training and coaching staff. Providing work direction to team members Thoroughly research, investigate and resolve team issues Demonstrate superior customer service skills when resolving complaints verbally and in writing Demonstrate independent critical thinking skills when coaching for premier performance and developing performance strategies Solve complex customer concerns and determine root cause origin Have a proven track record of working independently by demonstrating success in production and quality scores Exhibit business knowledge by understanding policies and having experience in the origination and servicing system of records Build and maintain relationships with team members and business partners Have superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations Generating reports for management review Clearly communicating and providing feedback to appropriate contacts regarding identified material deficiencies or issues including identification of trends Analyze risks and develop solutions May represent the department and/or business unit on special projects as a subject matter expert (SME) Position Hours/Schedule: Work Scheduled will be Monday-Friday from 7am to 6pm, shift can be scheduled during any of these business hours; hours may change due to business needs so scheduled must be flexible Required Qualifications 4+ years of customer contact experience in financial services; or 5+ years of customer service experience, administrative support experience, or a combination of both 1+ year of leadership experience including coaching, training, and mentoring Desired Qualifications Compliance and regulatory systems experience Experience composing formal business correspondence Risk and regulatory compliance experience Ability to follow policies, procedures, and regulations Strong organizational, multi-tasking, and prioritizing skills Excellent verbal, written, and interpersonal communication skills Experience resolving and working through escalated and complex customer issues Ability to write concisely and clearly Experience managing a pipeline of work from assignment to completion Experience developing partnerships and collaborating with other business and functional areas Ability to take initiative and work independently with minimal supervision in a structured environment Leadership experience with ability to effectively manage and engage teams Ability to identify and evaluate trends, isolate root cause, and provide swift/thorough resolution Experience reading, analyzing, and interpreting documents/reports Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to navigate multiple computer system windows, applications, and utilize search tools to find information Ability to research and correspond with customers, responding to their questions and concerns with detailed information Call center customer service experience in the financial services industry Job Expectations Ability to work additional hours as needed 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 - Complaints/EO Team Lead 2, Other , Chandler, Arizona

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