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Complaints Root Cause Team Consultant - Merchant Services

Company: Wells Fargo
Location: Chandler
Posted on: June 9, 2021

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

Wells Fargo Merchant Services specializes in providing solutions such as credit card, debit card, check guarantee, e-commerce, and gift cards to businesses of all sizes. WFMS is nationally recognized for its ingenuity and reputation as a leader in the electronics payments industry

This exciting role will support the Merchant Services Complaints Root Cause Analysis Program working with the business to evaluate customer feedback found in complaints. Will work with business to bring about process/procedure/technology improvements to reduce complaints.

Role Description:

  • Research customer complaint trends
  • Analyze process for gaps/opportunities
  • Prepare findings and present to leaders
  • Lead discussions, drive business outcomes with stakeholders
  • Track milestones and accomplishments back to the Federal Reserve Board Root Cause Analysis Program managed by the Complaints Data Analytics reporting (CDAR) team.
  • Document attendees, disposition decisions and obtain attestations for RCA Program Evidence Package at the finding level
  • Consult with business, strategize and implement new processes

Required Qualifications

  • 5+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning demonstrated through work or military experience; or 2+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiries
  • 2+ years of experience conducting root cause analysis for data-driven process-related improvements
  • 2+ years complaints management experience

Desired Qualifications

  • Advanced Microsoft Office (Word, Excel, Outlook, and Access) skills
  • Intermediate Microsoft Access skills
  • Intermediate Microsoft PowerPoint skills
  • Advanced Microsoft Excel skills
  • Experience with financial services businesses in a regulated environment
  • Process improvement experience
  • Ability to influence and collaborate at all internal organizational levels
  • Knowledge and understanding of process flow or procedure writing

Other Desired Qualifications

  • Experience with Data Analytics tools

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

AZ-Chandler: Min: $71,000 Mid: $100,000

IA-Des Moines: Min: $71,000 Mid: $100,000

MN-Minneapolis: Min: $71,000 Mid: $100,000

NC-Charlotte: Min: $71,000 Mid: $100,000

Street Address

AZ-Chandler: 2700 S Price Rd - Chandler, AZ

IA-Des Moines: 6200 Park Ave - Des Moines, IA

MN-Minneapolis: 600 S 4th St - Minneapolis, MN

NC-Charlotte: 301 S Tryon St - Charlotte, NC


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.

Benefits Summary


Visit for benefits information.

Keywords: Wells Fargo, Chandler , Complaints Root Cause Team Consultant - Merchant Services, Other , Chandler, Arizona

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