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Job Title: ECMO QA Analyst 2
Company Name: Wells Fargo
Location: West Des Moines, IA
Position Type: Full Time
Post Date: 01/18/2020
Expire Date: 02/26/2020
Job Categories: Computers, Software, Customer Service and Call Center, Education, Finance/Economics, Financial Services, Government and Policy, Information Technology, Insurance, Military, Quality Control, Research & Development
Job Description
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.  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 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 customers’ needs are understood and supported. The group is also accountable for ensuring regulators’ 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 department’s 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:
• Reviewing customer phone calls, customer resolution letters, and department research
• Determining that documentation and processes are in compliance with internal company requirements by using a large library of procedures
• Determining that insurer and investor guidelines are followed, the resolution was complete and accurate, and all government regulations are met
• Communicating in both verbal and written formats regarding the overall quality of the case resolution
• Analyzing risks and developing solutions for the risks and/or complex problems that are identified
• Partnering with change management and impacted business units to make recommendations on areas of improvement
• 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.**

Required Qualifications

  • 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

Desired Qualifications

  • 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
  • Coaching experience
  • Experience managing complaints and objections effectively and professionally

Job Expectations

  • 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.

Street Address

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.

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Company Name: Wells Fargo
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