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Business Liaison Consultant 4 - Senior External Relationship Liaison for the Enterprise Complaints Management Office (ECMO)

at Wells Fargo

Posted: 12/3/2019
Job Reference #: 14341158
Keywords: operations

Job Description

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 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.

Required Qualifications

  • 10+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning; or 7+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiries
  • 5+ years of financial services experience

Desired Qualifications

  • Experience with financial services businesses in a regulated environment
  • Ability to identify potential operational issues and legal risks
  • Ability to exercise independent judgment and creative problem solving techniques
  • Solid critical thinking skills
  • Ability to maintain professional etiquette under pressure
  • Ability to present to decision makers in a professional and confident manner
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Experience with a customer service mindset and a focus on continuous improvement
  • Ability to assess issues, make quick decisions, implement solutions, and influence change
  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills

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

Job Expectations

  • Ability to travel up to 25% of the time


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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!