About this role:
Wells Fargo is seeking a Lead Business Execution Consultant - Redress and Quality Assurance within the Loyalty Solutions organization. This role will be responsible for coordinating the strategy and execution of Rewards Operational Corrections and Redress incidents as they occur.
In this role, you will:
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Develop and execute Operational Corrections and Redress strategy documentation to deliver Rewards to our credit card customers
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Drive stakeholder accountability for Operational Corrections and Redress initiatives, limit risk exposure, and create efficiencies as appropriate
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Responsible for quality assurance monitoring on customer accounts.
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Review strategic approaches and effectiveness of support function and business performance
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Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
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Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
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Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
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Influence, guide and lead less experienced Strategy and Execution staff within the group
Required Qualifications:
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5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
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2+ years of experience with Complaints resolution or Customer Remediation
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Experience with Issues Management, Controls and Procedures creation and documentation
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Redress/remediation or quality assurance experience, specifically building new redress operations and QA program
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Previous experience with quality assurance monitoring on customer accounts.
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Credit card product or servicing experience
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Experience creating and improving processes through strategic thinking
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Experience with test design and/or leading a team with design responsibilities
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Demonstrated ability to implement a solution and communicate, in clear business terms, the benefits of the proposed risk management approach
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Experience making timely and independent judgment decisions while working in a fast-paced and results-driven environment
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Front-line operations experience with a risk mindset (e.g., appropriate control environment and retention for testing purposes)
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Knowledge and experience with products, systems, and processes within collections & servicing
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Data analysis experience related to building and tracking within a database to support management of operations
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Experience analyzing and articulating data trends both visually and verbally to executive-level leaders
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Demonstrated ability to identify and evaluate exposures, potential risks, and propose solutions
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Strong problem solving and analytical skills with ability to turn findings into strategic imperatives
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Experience interacting with integrity and a high level of professionalism with all levels of team members and management
Job Expectations:
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Hybrid work scheduled
Posting Locations:
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2800 S. Price Road, Chandler, Arizona
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2200 Concord Pike, Wilmington, Delaware
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800 S Jordan Creek Pkwy, West Des Moines, Iowa
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550 S. Tryon, Charlotte, North Carolina
Required locations listed above.
Actual salary is determined by location, experience and qualifications of the job.
This position is not eligible for Visa sponsorship.
Please note: Job posting may come down early due to volume of applicant
Posting End Date:
28 Feb 2025
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
What We Do
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
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. © 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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