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Job Information

Wells Fargo ECMO Intake Specialist 1 in Sioux Falls, South Dakota

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 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.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.

The Intake Specialist will handle the initial intake of customer complaints by thoroughly locating the entirety of a customer's account in various systems to ensure a complete record is provided to the Case Worker. The specialist will conduct a Pre-Risk Assessment (PRA) by reviewing complaint for regulatory and non-regulatory flags and classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations. The specialist creates cases and assigns work within department SLA guidelines, reroutes complaints to other executive complaints offices or line of business complaint offices within SLA guidelines as appropriate.

Required Qualifications

  • 3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higher

Desired Qualifications

  • Knowledge and understanding of industry standards and practices for document taxonomy

  • Experience with Wells Fargo complaints management process

  • Compliance and regulatory systems experience

  • Risk and regulatory compliance experience

  • Excellent verbal, written, and interpersonal communication skills

  • Strong telephone etiquette skills

  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information

  • Call center customer service experience in the financial services industry

  • Strong attention to detail, including accuracy in grammar and a sharp focus on eliminating errors

  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment

  • Experience managing a pipeline of work from assignment to completion

Other Desired Qualifications

  • Experience in Enterprise Complaints Management Portal (ECMP)

Street Address

SD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SD


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.

Company: Wells Fargo

Req Number: 5552947

Updated: 2020-11-27 23:30:36.249 UTC

Location: Sioux Falls,South Dakota