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.

Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.

We are currently hiring a Research Remediation Analyst 2 (Team Lead) to support our Credit Card Customer Advocacy Group (CAD) Team.

Primary responsibilities for this role may include but are not limited to:

• Review team members' customer complaint calls and provide feedback
• Monitor case work to ensure timely resolution
• Ensure the team is meeting performance expectations
• Support and resolve customer concerns/questions
• Identify and propose team process enhancements
• Additional responsibilities as assigned

Start Date 2/15/2021

Hours of operations: 6am – 7pm DST & 7am – 8pm non-DST

We are seeking to fill 2 schedules: Sun/Thurs off 6am – 3pm DST, 7am – 4pm non-DST & Sun/Weds off 10am – 7pm DST, 11am – 8pm non-DST

Training: If you are hired on externally outside our line of business you will have training during one of our training classes starting on March 1st or March 31st (details to be discussed in phone screen). If you are hired on internally from the line of business training will be OJT.

Team members will need to have the flexibility to work additional hours which may include weekends and holidays, as needed to support business objectives. Schedules are subject to change based on business needs.

Required Qualifications

5+ years of customer contact experience in a financial services environment; or 4+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance

Desired Qualifications

Advanced Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Ability to lead, train, and provide feedback to staff and corresponding managers
Experience resolving and working through escalated and complex customer issues
Ability to provide strong customer service while balancing the needs of clients, shareholders, and team members
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Experience with Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Knowledge and understanding of Wells Fargo Customer Care or Executive Office policies, processes and procedures
Knowledge and understanding of credit card products, policies, and procedures; within a call center environment

Salary Information

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

AZ-PHX-Northwest Phoenix: Min: $47,900 Mid: $66,500

Street Address

AZ-PHX-Northwest Phoenix: 2150 W Pinnacle Peak Rd - Phoenix, AZ

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.

Research/Remediation Analyst 2 - Credit Card - Military Veterans

Phoenix, AZ

Phoenix, AZ