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ECMO QA Analyst 2 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.Â In order to receive text message invitations, your profile must include a mobile phone number designated as âPersonal Cellâ or âCellularâ in the contact information of your application.
At Wells Fargo, we want to satisfy our customersâ financial needs and help them succeed financially. Weâre looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youâll 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 (ECEG) 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 customersâ needs are understood and supported. The group is also accountable for ensuring regulatorsâ expectations are met and that team members have the tools and training necessary for success.
Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance)
Our Customer Excellence team focuses on customer feedback and strives for operational excellence in order to strengthen our consumer-centric culture and optimize the customer experience.
These Executive Resolution QA Analyst 2 positions will be within the Quality Control Department of the Customer Care and Recovery Group (CCRG), formerly known as the Office of the President in West Des Moines, IA. Our departmentâs focus is on mitigating risk and helping to improve the overall customer experience by capitalizing on each customer complaint to analyze and improve internal processes and procedures.
Analysts in these positions are responsible for performing advanced, comprehensive reviews of multiple types of executive resolution transactions and case reviews. Duties include: evaluating in-process files and/or processes; ensuring customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations; ensuring identified risks and/or problems are clearly documented and interacting with appropriate parties for timely resolution; ensuring corrective action on exceptions and problems are identified; required data is input and proper procedures were followed; identifying risks and problem areas and recommending improvements. These reviews might include, but are not limited to: â¢ Reviewing customer phone calls, customer resolution letters, and department research â¢ Determining that documentation and processes are in compliance with internal company requirements by using a large library of procedures â¢ Determining that insurer and investor guidelines are followed, the resolution was complete and accurate, and all government regulations are met â¢ Communicating in both verbal and written formats regarding the overall quality of the case resolution â¢ Analyzing risks and developing solutions for the risks and/or complex problems that are identified â¢ Partnering with change management and impacted business units to make recommendations on areas of improvement â¢ Utilizing mortgage knowledge and sound judgment to ensure compliance and regulatory risks are identified and mitigated
The ideal applicant for this position will demonstrate professional and technical expertise, high attention to detail, customer focus, collaboration and teamwork, integrity and honesty, passion for outstanding work, support of change, strong communication skills, an aptitude for testing, initiative, and drive for results. Analysts in these positions must be able to function well on a team of subject matter experts and desire to openly and proactively share knowledge and best practices.
*Hours: 8:00am to 5:00pm Monday through Friday. **Please note that posting duration may be shortened based on job seeker volume.**
2+ years of experience in one or a combination of the following: quality assurance, financial services administration, loan documentation, loan servicing, underwriting or risk evaluation demonstrated through work or military experience; or a BS/BA degree or higher
Call center experience
Experience managing a pipeline of work from assignment to completion
Experience resolving and working through escalated and complex customer issues
Mortgage industry experience
Quality assurance experience
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to manage to production goals, deadlines, and various metrics
Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
Basic Microsoft Office (Word, Excel, and Outlook) skills
Excellent verbal, written, and interpersonal communication skills
Knowledge and understanding of home equity or mortgage processes
Knowledge and understanding of mortgage origination process
Strong analytical skills with high attention to detail and accuracy
Strong collaboration and partnering skills
Strong relationship development skills
Strong research and documentation skills
Experience managing complaints and objections effectively and professionally
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA
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.