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Wells Fargo Bank: Complaints management consultant business initiatives consultant 3

Wells Fargo Bank

This is a Full-time position in Cerritos, CA posted March 31, 2020.

Job DescriptionImportant 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.Wells Fargo Virtual Channels (WFVC) serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, chat, email, and correspondence).

We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more.

WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.??The WFVC Complaints Program is a critical program that is led by the WFVC Contact Centers Strategy, Planning & Implementation Team.?The WFVC Complaints Program Business Initiative Consultant 3?will partner with groups across WFVC to ensure WFVC manages complaints in a way that meets customer, business, and regulatory requirements and expectations.?The initial area of focus is largely aimed at ensuring that WFVC?s people, processes, and systems are aligned with ?

and supporting ?

the new Enterprise Complaints Policy.?

As change is introduced into the contact center, this Consultant will help ensure that new products, services, and communication channels are handled in a way that is aligned to the future state operating model.This position will also be focused on ongoing oversight of the WFVC Complaints Program after it is implemented.?This means ensuring that what is implemented is effectively achieving its objectives and adheres to the Enterprise Complaints Policy.?This person will have an ongoing role that is focused on ensuring that the business processes, training, and tools that are put into place to support complaints handling are delivering on their goals.?Metrics, reporting, and other feedback mechanisms will need to be created to provide insight into the health of the complaints handling processes that are implemented.?In partnership with many functions across WFVC, the Enterprise Complaints Management Office, and elsewhere, the team will be accountable for leading a process improvement program that ensures we are not only meeting our complaints policy objectives and expectations, but are also constantly focused on reducing our error rate.

To this end, the Consultant will identify potential issues and lead discovery and calibration work with the contact center operation and Quality Assurance teams.In addition to supporting the Enterprise Complaints Management (ECM) implementation, this position also provides consultation and implementation leadership for WFVC Contact Centers and Care organizations on aligning to the ECM target operating model and Complaints Policy, as well as consulting on new initiatives, products, and services.This role will also help support the implementation of new processes that are aimed at reducing WFVC complaints.

More specifically, this position will have an opportunity to help generate greater value from the trends and themes that are associated with the complaints themselves.?By partnering with others to bring together the WFVC complaints data, Net Promoter customer feedback, Speech Analytics data, and WFVC Quality Assurance insights, the person in this?position will be able to help synthesize and highlight the most significant opportunities that are driving complaints and negative customer experiences.

It is expected that this work will help identify root causes of process defects and negative customer experiences that will be used to create improvement roadmaps.Required Qualifications 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning Desired Qualifications Knowledge and understanding of Wells Fargo Enterprise Complaints PolicyChange management experienceExcellent verbal, written, and interpersonal communication skillsStrong organizational, multi-tasking, and prioritizing skillsAbility to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are importantAbility to turn preliminary or ambiguous information, ideas, or problems into well-defined plans and solutionsExperience working with changing priorities and deadlinesAbility to translate and summarize complex data into understandable, actionable information and recommendationsOutstanding problem solving skillsSolid critical thinking skillsStrong attention to detail and accuracy skills 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.TX-San Antonio: Min: $94,500 Mid: $135,000NC-Charlotte: Min: $94,500 Mid: $135,000TX-Westlake: Min: $94,500 Mid: $135,000AZ-PHX-Northwest Phoenix: Min: $94,500 Mid: $135,000VA-Glen Allen: Min: $94,500 Mid: $135,000AL-Homewood: Min: $94,500 Mid: $135,000CA-El Monte: Min: $104,000 Mid: $148,500UT-Salt Lake City: Min: $94,500 Mid: $135,000AZ-Chandler: Min: $94,500 Mid: $135,000 Street Address TX-San Antonio: 4101 Wiseman Blvd San Antonio, TXNC-Charlotte: 1525 W Wt Harris Blvd Charlotte, NCTX-Westlake: 1301 Solana Blvd Westlake, TXAZ-PHX-Northwest Phoenix: 2150 W Pinnacle Peak Rd Phoenix, AZVA-Glen Allen: 4340 Innslake Dr Glen Allen, VAAL-Homewood: 220 Wildwood Pkwy Homewood, ALCA-El Monte: 9000 Flair Dr El Monte, CAUT-Salt Lake City: 5201 Amelia Earhart Dr Salt Lake City, UTAZ-Chandler: 2600 S Price Rd Chandler, AZ 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.