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.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams.Â Weâve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
The Wells Fargo Home Lending Customer Remediation Data & Analytics Team is part of the Enterprise Complaints Data Analytics & Reporting organization. Our team works closely with the Customer Remediation Center of Excellence organization to develop and implement consistent enterprise standards for re-mediating customer issues across the Wells Fargo enterprise.Â We also work closely with business partners and other teams across Home Lending that support the customer remediation efforts.
We currently have a need for highly skilled Research/Remediation Analysts who will play a critical role in working with the different operational areas within Home Lending, as well as our operational risk and analytics partners supporting customer remediationâs.Â This role will lead the defining and documentation of requirements for remediation execution, while also helping to improve the remediation execution process through leading projects with business partners that standardize and increase efficiency.Â This includes ensuring that requirements appropriately account for customers in specialty situations like bankruptcy and loss mitigation are communicated with and remediated appropriately, in line with state and federal requirements.
Typically related to matters with very significant organizational impact and/or highly sensitive context, researches, analyzes the decisions of actions taken or loan documentation, files, or on-line transactions through a review of individual or aggregate transactions, assessing compliance with contractual term/conditions, insurer guidelines, investor requirements and/or government regulations. Responsible for comprehensive and the highest degree of accurate reviews including report preparation, analysis and trending/insights of findings (including identification of fraud concerns) and proposes recommendations for changes that will likely have a fundamental impact on future loan quality and processing. Determines appropriate course of remedial action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, enacting responses, and processing complex and/or corrective transactions on-line (including monetary and non-monetary actions). Consults regarding difficult, complex transactions. Has latitude to determine contact and escalation levels and make exceptions to underwriting guidelines; refers recommendations exceeding authority levels and/or items unable to meet resolution to senior management for review. Identifies process gaps and provides actionable proposals to close gaps. Performs team leadership and provides work direction. Acts as a mentor to lower level team members and may assist with their development.Required Qualifications
- 7+ years of customer contact experience in a financial services environment; or 6+ years of experience in one or a combination of the following: financial services administration, underwriting, or quality assurance
- 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
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.