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Complaints/EO Manager 1

Company: Wells Fargo Bank
Location: Meridian
Posted on: November 5, 2019

Job Description:

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 prior to 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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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 Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers experience and drive out dissatisfaction. As a Complaints/EO Manager working in the Consumer Products & Services Complaint Executive Office you will be responsible for leading the case specialists responsible for resolving escalated complaints. The products supported include: credit card and consumer products. This is a fast-paced environment where quality is of utmost importance. The role includes: - Oversee the workflow and quality of team members - Work with management to identify problems and improve customer experience - Collaborate with business partners, compliance and legal to resolve complaints - Communicate company policy and departmental procedures - Make employment decisions, set performance standards and development plans - Oversee department service levels and complaint reporting - Identify process improvement ideas to improve the business / process - Work independently with considerable latitude - Take phone escalation complaints As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will: - Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them. - Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks Required Qualifications - 5+ years of experience in one or more of the following environments: customer or investor-facing, disputes, claims, or fraud resolution - 1+ year of leadership, supervisory, or management experience Desired Qualifications - Excellent verbal, written, and interpersonal communication skills - Leadership experience with ability to effectively manage and engage teams - Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment - Ability to perform quality assurance audits - Ability to consult, build, and maintain solid working relationships in and outside of immediate department - Ability to lead, train, and provide feedback to staff and corresponding managers - Knowledge and understanding of the UW (Universal Workstation) system - Contact center experience - Ability to manage team members in multiple locations - Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders Job Expectations - Ability to travel up to 10% of the time Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. ID-Boise: Min: $56,800 Mid: $80,000 Street Address ID-Boise: 3033 Elder St - Boise, ID 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.

Keywords: Wells Fargo Bank, Meridian , Complaints/EO Manager 1, Executive , Meridian, Idaho

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