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Business Liaison Consultant 4 - Senior External Relationship Liaison for the Enterprise Complaints Management Office (ECMO)
at Wells Fargo
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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, Quality Assurance, 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 Business Liaison Consultants primarily liaises with public officials, government agencies, high profile stakeholders and key business partners that are senior-level/sponsor executives and external to team member assigned organizations, providing support regarding consumer complaints. Subject matter expertise on a variety of assigned and ongoing complex and significant/foundational ongoing business operations (that are managed by others) to ensure success in meeting regulatory complaint deliverable goals and objectives.
Responsibilities will include partnering with specified parties regarding customer complaints to include status of resolution and meeting critical regulatory deadlines. Work spans multiple lines of business, can have direct impact at system of record level, and is frequently directed and overseen by sponsoring committee.
Other Desired Qualifications
- Knowledge of Consumer Banking products
- Proven ability to manage high profile, external relationships
- Proven success working with complaints management or consumer remediation
- Ability to build credibility and relationships with high profile external stakeholders
- Proven ability to develop effective partnerships across the company and identify trends, which may present opportunities or reflect gaps in the business
- Experience as an escalation point for external stakeholders
- Expert de-escalation skills
- Strong desire to improve the customer and team member experience
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.