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 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 team members have the tools and training necessary for success.
The Business Support Consultant 3 will be part of the Complaints Data Listening, Analytics, and Controls (CDLAC) team with the Enterprise Complaints Management Office responsible for assisting with development, implementation and monitoring of data listening and quality controls related to Voice of the Customer (VOC) Safety Net models developed by the Complaints Data, Analytics, and Reporting (CDAR) team. These models are a mix of proprietary, open source and vendor platforms used to analyze customer and team member text, speech, and transactional data through supervised and unsupervised analytical solutions, e.g. Artificial Intelligence (AI) and Machine Learning (ML) as well as business rules.
Specifically this individual will have responsibility to:
Manage CDAR's partnership with the Corporate Model Governance (CMoR) team as it relates to model documentation and the model validation process
Coordinate model documentation activities conducted by CDAR in accordance with model governance requirements
Plan, schedule, execute, and report on progress of models in the CMoR model validation pipeline
Identify opportunities to reduce the timeline for submissions the model validation process
Partner with key stakeholders to incorporate best practices into CDAR's model documentation process
Consult with CDAR data modelers to ensure model documentation is complete and clearly organized according to CMoR Model Description Document (MDD) template standards
Manage CDAR entries in the Model Risk System (MoRS)
Report to senior leadership on a regular basis with information regarding model validation progress, findings, etc.
6+ years of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning demonstrated through work or military experience
Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders
Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
Strong attention to detail and accuracy skills
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to take initiative and work independently with minimal supervision in a structured environment
Ability to prepare management level presentations
Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
Excellent verbal, written, and interpersonal communication skills
Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals
Ability to create and improve process through strategic thinking
Strong strategic and conceptual thinking skills
Other Desired Qualifications
Experience with CMoR deliverables, process, and requirements
Experience with End User Computing Tool (EUCT) deliverables, process, and requirements
Experience with MoRS for model documentation and governance management
Experience with Voice of the Customer data modeling/business analysis/process
Experience with advanced analytics data modeling concepts and documentation
Ability to travel up to 10% of the time
NC-Charlotte: 401 S Tryon St - Charlotte, NC
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.
Internal Number: 5544400
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo