Wells Fargo Bank
Posted Under: West Des Moines, Iowa jobs in Administration, Clerical; Administration, Clerical jobs
Posted On: 2020-02-15 00:00:00
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 Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Operational Risk, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction. The Complaints Data Analytics and Reporting team (CDAR) organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company. The Research and Diagnostics team (RAD) within CDAR is responsible for identifying and prioritizing complaints that have the greatest potential for systemic customer issues and for identifying potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause. The Administrative Assistance (4) will perform a variety of administrative tasks to support one or more senior managers. They will highly support the new RAD organization with onboarding and support RAD leaders and their direct reports. Responsibilities include but are not limited to: Using word processing to compose complex and/or confidential correspondence Balancing general ledger lines and/or expense accounts Researching general ledger issues Assisting with budgetary planning Assisting, screening and/or selectively referring callers Handling complex and sensitive inquiries/call from external/internal sources Provides support for larger projects managed by others Acts as an information source on departmental/business unit policies and procedures May work closely with both internal and external customers to meet their service needs May be responsible for providing support to the business line staff in the areas of reporting, customer/business documentation, sales and service goals May establish office procedures and controls May coordinate all special events or office functions May direct the work of others Required Qualifications 3+ years of clerical experience demonstrated through work or military experience Desired Qualifications Ability to work in a fast paced deadline driven environment Ability to work independently Administrative support exposure; preferably within Wells Fargo supporting senior level executives Strong organizational, multi-tasking, and prioritizing skills Experience onboarding new hires Advanced Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills Disclaimer 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.