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Business Liaison Consultant 3 - Customer Remediation

Wells Fargo | Sioux Falls, SD | 11/24/2021

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

The Customer Remediation Center of Excellence (CRC) organization is an enterprise function. This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. The organization enables more effective and coordinated monitoring, reporting and stakeholder communications. Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.

Key Responsibilities for this Business Liaison Consultant 3 role include:

• Facilitation of complex Wells Fargo Card, Retail and Merchant Services Issues issues requiring remediation. The Consultant will facilitate the Customer Remediation process by engaging key business contacts, system teams, along with the collaboration of Compliance, Operational Risk and Law departments. May lead cross line of business remediations or remediations with multiple work-streams that require extensive planning and execution oversight.
• Ensure documentation of root cause, corrective actions, communication, and remediation plans. The Consultant will be responsible for expedited resolution and execution of remediation activities and effective communication with senior management.
• Lead special projects for standardization and organizational maturity. Model the skills to plan and organize remediations to follow the remediation lifecycle according to the remediation strategy within the remediation milestones.
• Support pipeline management routines including executive reporting, resource assignments, pipeline reporting.

Required Qualifications

  • 7+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning demonstrated through work or military experience; or 4+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiries

Desired Qualifications

  • Knowledge and understanding of consumer related remediation policy, process, and procedures
  • Knowledge and understanding of analytical methods used in: root cause analysis
  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
  • Strong analytical skills with ability to turn findings into executable plans to meet business objectives
  • Excellent verbal, written, and interpersonal communication skills
  • Outstanding problem solving and decision making skills
  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
  • Ability to communicate confidentially and professionally
  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management
  • Ability to exercise independent judgment and creative problem solving techniques
  • Solid negotiation skills
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Ability to coordinate, lead and facilitate group meetings
  • Experience successfully escalating complex issues and tracking follow-through to completion
  • Knowledge and understanding of Wells Fargo Deposit Products Group's products and services
  • Ability to develop partnerships and collaborate with other business and functional areas

Other Desired Qualifications

• Ability to manage teams through remediation life cycle including issue identification, root cause analysis, planning, execution, closure, monitoring and controlling
• Pipeline management experience
• Experience with successfully monitoring and controlling the risk by using effective planning, communications, and status reporting

Job Expectations

  • Ability to travel up to 5% of the time

Street Address

SD-Sioux Falls: 3401 N 4th Ave - Sioux Falls, SD
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN
AZ-Chandler: 2600 S Price Rd - Chandler, AZ
IA-Des Moines: 6200 Park Ave - Des Moines, IA
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
NC-Charlotte: 301 S Tryon St - Charlotte, NC
NC-Charlotte: 8505 Ibm Drive - Charlotte, NC
SC-Fort Mill: 3480 State View Blvd - Fort Mill, SC


    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.

Benefits Summary


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November 27, 2021