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in Salt Lake City, UT
Complaints/EO Manager 3 - Full-time / Part-time
Hours | Full-time, Part-time |
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Location | Salt Lake City, UT 84111 Salt Lake City, Utah |
About this job
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 Complaints Management Office (ECMO) 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, Quality Assurance, 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.
We are seeking to hire a Complaints E/O Manager 3 for Home Lending Complaint Operations. This position will be based in Salt Lake City, UT and will have the primary responsibility of leading a group of mid-level managers, who are each responsible for a team of Executive Office Case Specialists.
The ideal candidate is a seasoned leader with a strong track record of team member engagement, development, motivating and inspiring a team, and enhanced customer focus . They are adaptable and accountable allowing them to identify and drive needed changes in an environment which strives to operate at the highest level of quality and resolution of customer issues. They will exude professionalism, and maintain a customer centric culture that engages all levels of talent.
As a leader, the candidate will be responsible for successful management of escalated customer complaints for Wells Fargo Home Lending.
Responsibilities to include:
Leadership:
- Act as the primary site leader
- Build, maintain, and foster a strong team member and customer centric culture
- Ensure the culture represents the Vision and Values of Wells Fargo & Co
- Identify, develop, and retain talent
- Motivate and Inspire the team
- Communicate clear expectations
Operational Excellence:
- Ensure the customer is at the forefront of everything we do
- Strong Pipeline oversight and management
- Ensure Operational and Regulatory timing requirements are achieved
- Identify opportunities in process, take ownership, and foster continuous improvement
- Collaborate with key business partners
Manage Risk:
- De-escalate customers, identify how we can resolve their concerns and regain their trust
- Ensure all regulatory and policy requirements are adhered to
- Remain up-to-date with regulatory and governmental policy changes
- Partner with internal lines of business, compliance, and legal as appropriate
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
- Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
- Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Required Qualifications
- 10+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution
- 5+ years of management experience
Other Desired Qualifications
- Experience handling escalated calls and complaints
- Successful pipeline management experience
- Experience managing managers
- Ability to effectively and constructively lead change in an organization
- Ability to work in a fast-paced, high-volume environment
- Strong relationship building and management skills
- Proficiency in identifying and managing reputational risk
- Ability to effectively handle multiple assignments and projects with minimal supervision
- Strong customer service skills including experience working directly with customers
- Highly effective collaboration skills
- Impeccable communication skills
- Successful at managing expenses and staffing levels to budget
- Previous experience with mortgage lending or servicing
Street Address
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
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.