Wellsfargo Jobs – Complaints EO Manager 1

Website Wells Fargo

Job Description:

  • Complaints / EO Managers are responsible for the research and resolution of escalated complaints consisting of both calls and written correspondence. The complaints may come from a variety of sources including customers, Wells Fargo management, authorized third parties, regulatory agencies, title companies, and other lines of business about customer issues. Responsible for supervising staff providing dispute resolution and customer service for both internal and external customers, clients, investors, banks, and/or merchants regarding disputes, claims and financial services.

Job Responsibilities:

  • Performing financial, product, and /or business case analysis and completing projects as assigned
  • Working with management team to identify problems and improve service levels, interfacing with other bank departments/vendors/ merchants/ clients/ investors to resolve problems
  • Managing research and escalation function and/or a larger, more complex group
  • Supervising workflow and quality of representatives, overseeing resolution to complex calls/inquiries
  • Communicating company policy, procedures, and practices
  • Making employment decisions and setting performance standards, training, and coaching staff to meet business objectives
  • Conducting performance evaluations

Job Requirements:

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management
  • Ability to assess issues, make quick decisions, implement solutions, and influence change
  • Ability to be proactive, innovative and creative in meeting customer and enterprise needs
  • Ability to assess current processes/procedures and make recommendations for efficiency
  • Ability to achieve high production and quality standards

Qualification & Experience:

  • 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
  • Experience managing a pipeline of work from assignment to completion
  • Experience resolving and working through escalated and complex customer issues
  • Experience developing partnerships and collaborating with other business and functional areas

Job Details:

Company: Wells Fargo

Vacancy Type: Full-time

Job Functions: Quality Assurance

Job Location: Sioux Falls, SD, US

Application Deadline: N/A

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