Escalation specialist

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About this role :

Wells Fargo is seeking a Business Accountability Specialist to support the Escalation Review Team which is a part of Enterprise Complaints and Remediations (ECR) group.

Enterprise Complaints and Remediations 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 Enterprise Complaints, Customer Remediations, Redress and the Escalated Review Team, 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 employees have the tools and training necessary for success.

In this role, you will :

Participate in research, assessment, and documentation of matters relating to the business' policy and regulatory adherence, risk mitigation, or control efforts;

identify patterns and trends and looks for opportunities for procedural or control improvements within area of focus

Conduct assessments and analysis of basic business or operational outcomes, systems of record, technical assignments, documentation, procedures, or challenges that require research, evaluation, and selection of alternatives;

exercise independent judgment to guide completion of medium risk deliverables

Present concise and well-articulated findings and recommendations, including rationale, to facilitate resolution of identified matters;

exercise independent judgment while developing expertise in the risk mitigation or control activities of the business

• Engage in additional research and studies to enhance regulatory knowledge
• Collaborate and consult with colleagues, internal partners, and other business stakeholders to provide feedback, credibly challenge issues, and calibrate, as needed, to ensure alignment, consistency, and accuracy across groups
• Participate in cross-organizational or internal operational initiatives and improvement efforts

Required Qualifications :

2 years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following : work experience, training, military experience, education

Desired Qualifications :

• Knowledge and demonstrated experience applying compliance laws and regulations, including UDAAP, FINRA, Reg. E, FCRA, Privacy, BSA / AML, Reg. DD
• Experience with issue management and root cause analysis
• Knowledge of regulatory concepts and familiarity with corporate policies and / or line of business procedures regulatory requirements
• Knowledge of relevant financial regulations and understanding of how they are implemented, managed, and enforced
• Experience with complaints management processes, internal allegations, and / or customer redress processes, systems, and reporting
• Leadership and relationship building skills with the ability to engage and influence others towards achieving goals in a changing environment
• Excellent verbal, written, and interpersonal communication skills to consult with various level within the organization, in particular key stakeholders and executive level leaders
• Strong analytical skills with high attention to detail and accuracy
• Ability to present results of analyses and recommendations to leaders
• Strong organizational, multi-tasking, and prioritizing skills
• Demonstrated collaboration skills and commitment to working as part of a team
• Advanced Microsoft Office skills, including strong Excel and PowerPoint skills / experience used for analysis and storytelling of data
• Experience with Enterprise Complaint Management Platform (ECMP) system
• Ability to work across multiple lines of business
• Ability to review, evaluate, and coordinate the work of others

Job Expectations :

• Ability to work on-site at one of the stated locations on the job opening
• Ability to work a hybrid work schedule - 3 days in office / 2 days remote

30 Jun 2024

Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company.

They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions.

There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada : Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

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Last updated : 2024-06-27