Required Qualifications: 3+ years of experience in one or a combination of the following: quality assurance, financial services, escalations/complaint handling
Desired Skills:
Required Skills:
Ability to handle multiple tasks and meet tight deadlines
Strong analytical and problem solving skills
Ability to multi-task and prioritize in a rapidly changing environment
Team player and enjoy supporting and achieving team goals
Self-starter and take pride and ownership of all tasks assigned
Demonstrated high integrity, tenacity and sense of urgency with previous positions
Ability to work overtime, weekends and holidays if required
Intermediate Microsoft Office skills
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Solid understanding of Wells Fargo enterprise-wide policies and procedures
Knowledge of complaints and its regulatory environment
Demonstrated experience in Universal Workstation
Exceptional relationship-building and team collaboration skills
Adept at working in a fast paced and constantly shifting environment
Experience with Microsoft Office Suite
Demonstrated excellent verbal and written communication skills
Strong analytical and problem resolution skills
Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
Outstanding organizational and time-management skills by working independently and multi-tasking, prioritizing and managing pipeline effectively
Demonstrated 1+ year experience in at least one of the following systems: FDR, ECaR, UW/ECMP
Strong analytical skills, ability to review multiple documents as part of research and review
Ability to succeed in a team environment and strong focus on attention to detail
Ability to create and maintain complex reports
Ability to connect and liaise with functional partners, LOB partners on conference calls and meeting and calls, understand updates
Training, second level review, MIS reporting, generate process improvement/IDEA/Best Practice for self and team
Job Expectations:
Proficiency in written and verbal communications
Customer service driven
Conduct in-depth research based upon Customer Complaints
Accurate and timely capture and input of data into various systems and applications
Responsible for completing all assigned tasks accurately and within the defined processing time frame
Understanding of the production environment requirements
Adhere to all aspects of the production related procedures to ensure all internal controls are followed
Escalate any problems resolving exceptions, issues or delays in a timely manner to Supervisor and state side partners, as applicable
Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance
Monitor various email boxes and decision requests based on certain business criteria
Manage multiple projects concurrently and effectively
Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards
Ensure final response complies with all submission requirements
Complete special projects as assigned
