Wells Fargo Research/Remediation Analyst 2 - Dealer Services Customer Excellence Team Lead in Irving, Texas

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses and other key partners.

Join the #1 Used Auto lender (/Source: Autocount/)

Our Dealer Services team supports one of the nation's leading auto lenders. The team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.

The Wells Fargo Dealer Services, Office of the President, (OTP) is currently seeking a candidate for the Team Lead position. This individual will be responsible for supporting phone escalation and written correspondence complaints. Also responsible for receiving, researching and resolving direct customer complaints as well as customer complaints escalated by business partners within Dealer Services as well as complaints filed through outside agencies such as the Better business Bureau (BBB) and Consumer Financial Protection Bureau (CFPB).

This critical role creates a connection point between our customers and Wells Fargo providing the company with an opportunity to satisfy the customer concern as well handling all executive level escalated servicing issues via inbound telephone contact, e-mail, US mail or fax to provide high quality service along with timely & accurate resolution of more complex customer problems and to report these issues on a monthly basis to senior management. Team lead duties will be overseeing the Customer Connection Team Analysts for support, coaching, testing system upgrades, assisting the manager and handling project work.

A successful candidate will:

  • Thoroughly research, investigate and resolve team issues

  • Demonstrate superior customer service skills when resolving complaints verbally and in writing

  • Demonstrate independent critical thinking skills when coaching for premier performance and developing performance strategies

  • Solve complex customer concerns and determine root cause origin

  • Have a proven track record of working independently by demonstrating success in production and quality scores

  • Exhibit business knowledge by understanding policies and having experience in the origination and servicing system of records

  • Build and maintain relationships with team members and business partners

  • Have superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations

Position Hours/Schedule: Monday-Friday with hours ranging between 7am-7pm. Must be available to work some Saturdays if needed with advance notice. Hours may change due to business needs, so must be flexible

Required Qualifications:

  • 5+ years of customer contact experience in a financial services environment; or 4+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance

  • 1+ year of coaching experience

Desired Qualifications:

  • Advanced Microsoft Office skills

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

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to maintain professional etiquette under pressure

  • Outstanding problem solving and decision making skills

  • Ability to research and resolve complex customer issues

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

  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Ability to navigate multiple computer screens while working on the phone

  • BS/BA or higher in English, journalism, professional writing, creative writing, education, or communications

  • Experience composing formal business correspondence

  • Exposure to Wells Fargo iTop application

  • Exposure to Wells Fargo CARS application

  • Knowledge and understanding of the UW (Universal Workstation) system

  • Ability to provide leadership by coaching, training, and mentoring

  • Compliance and regulatory systems experience

  • Risk and regulatory compliance experience

  • Ability to follow policies, procedures, and regulations

  • Knowledge and understanding of state and federal auto lending regulations

  • Experience resolving and working- through escalated and complex issues

  • Ability to manage to production goals, deadlines, and various metrics

  • Ability to exercise independent judgment to identify and resolve problems

  • Ability to work additional hours as needed

Job Expectations:

  • Ability to work additional hours as needed

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5297420&PostingSeq=1.

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.

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.