Position: Associate

Job type: Full-time

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Job content

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

Department Overview

The ECMO-CDAR (Complaints Data Analytics ad Reporting) is a customer data and analytics center of excellence. It has a robust infrastructure that fully supports the lines of business and coordinates across them. It is a support for line of business leadership, leveraging technology to effectively manage risk. The team provides an understanding of customer pain points in a more proactive and consistent manner and delivers a more holistic view of customer concerns with real near time understanding of emerging and systemic issues through a deeper identification of customer concerns through root cause analysis. The team is responsible for consolidated, integrated, and consistent reporting and analysis to Wells Fargo business lines, Operating Committee, and Board of Directors.

About The Role

An Operations Analyst 3 will typically spend majority of their time both listening and analyzing recorded calls or reading and analyzing emails.

  • The analyst will be expected to evaluate calls or emails to determine if certain observable characteristics are present in these interactions (e.g., complaint, rapport, required disclosures, etc.).
  • They will also be expected to categorize calls or emails into specific buckets based on observable characteristics in the interaction.
  • Review and analyze calls and emails for the enterprise.
  • Evaluate calls or emails to determine if certain observable characteristics are present (e.g., complaint, rapport, required disclosures, etc.).
  • Categorize calls or emails into specific buckets based on observed characteristics.
  • Forward categorized calls or emails to the appropriate escalation party.
  • Identify and align insights w/ speech studies and document findings.
  • Utilize Nexidia and/or NICE speech analytics for targeted purposes (i.e. legal, risk, or quality control).
  • Gather data and assist with the development of in depth case studies in relation to customer experience, risk management, operational efficiency and coaching routines.
  • Assist with ongoing production and workflow improvement efforts.
  • Report any production issues.

Market Skills and Certifications

  • At least 1 year experience in Annotation (transcripts, surveys, emails).
  • Experience in specialized tasks and teams in CDAR (i.e. SPARC, CET, BOAST)
  • Experience as second level reviewer and/or similar tasks and responsibilities
  • Facilitate calibration sessions and partner meetings
  • Take a lead role in developing and implementing best practices or projects related to performance
  • Takes initiative in identifying opportunities and provides recommendations
  • Ability to present projects/initiatives to leaders and business partners
  • Collaborate with local and onshore peers during meetings and discussions
  • Ability to listen to calls and read transcripts
  • Flexible in working at any shift as the business would require it
  • Completed at least 2 years in College
  • 2 years QA experience or any equivalent operations role, preferably for a financial campaign is a plus.
  • Experienced in process audits, compliance and regulatory principles.
  • Experience in recognizing quality and performance measures.
  • Demonstrate the ability to communicate confidentially and professionally.
  • Strong organizational, written and verbal communication, problem solving and interpersonal skills.
  • Intermediate experience w/ Excel and Word.
  • Demonstrated self-starter with the ability to work independently with limited direction.
  • Demonstrated ability to handle multiple tasks within short timeframes. Have the ability to learn quickly, expand and grow skill set with on- the- job tasks.
  • Demonstrated experience in meeting daily production goal
  • Ability to work over time when needed.
  • Strong analytical skills with high attention to detail and accuracy.
  • Ability to re-focus based on changing priorities and meet deadlines.
  • Technical/speech analytics experience is an advantage

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. 64349

Reference Number

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