Wells Fargo Research/Remediation Manager 1 in Winterville, North Carolina

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.

Responsible for supervision of staff responding to inquiries, complaints and disputes from internal and external customers, clients, investors, banks, and/or merchants regarding disputes, claims and financial services. Duties may include resolving escalated problems, communicating information orally or in writing to team members, customers, banks, merchants or other departments and/or senior management, training and coaching staff, writing and conducting performance evaluations, assisting in employment decisions and setting and meeting/exceeding performance standards. May manage workflow, quality of service and provide input to scheduling.

This is a fast-paced environment where quality is of utmost importance. Responsibilities include:

  1. Oversee the workflow and quality of team members

  2. Work with management to identify problems and improve customer experience

  3. Collaborate with business partners, compliance and legal to resolve complaints

  4. Communicate company policy and departmental procedures

  5. Make employment decisions, set performance standards and development plans

  6. Oversee department service levels and complaint reporting

  7. Identify process improvement ideas to improve the business / process

  8. Work independently with considerable latitude

  9. Take phone escalation complaints

  10. Oversee adherence guidelines for phone metrics

Required Qualifications:

  • 2+ years of experience in one or a combination of the following financial services or credit card industry environments: customer service, client relationship management, investor facing, disputes, claims resolution, or fraud resolution

  • 1+ year of leadership experience

Desired Qualifications:

  • Excellent verbal, written, and interpersonal communication skills

  • Experience resolving and working through escalated and complex customer issues

  • Solid critical thinking skills

  • Knowledge and understanding of audit, regulatory compliance, or risk management

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues

  • Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders

  • Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints

  • Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team

  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills

  • Knowledge and understanding of state, federal, and agency legal and regulatory compliance requirements

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=5297441&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.