Executive Office Case Specialist 1- Billings

  • Wells Fargo
  • Billings, MT, USA
  • Dec 07, 2020
Full time Banking Customer Service Finance QA-Quality Control

Job Description

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.

Responsible for researching then responding to Executive Office escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong knowledge of the organization, technology, products, and/or services to resolve matters raised by customers.

Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact. Refers matters exceeding levels of authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media.  May receive inbound customer calls resulting from warm transfers or from customers.  Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement.

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.


Flexible to work any hours during department’s hours of operation.  Department hours of operation are: Monday – Friday, 7 am – 6 pm.  Hours/Days may change due to business needs.

Required Qualifications

  • 3+ years of experience in customer contact, customer service, or a combination of both in financial services; or 4+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance; or military; or a BA/BS degree or higher

Desired Qualifications

  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
  • Excellent verbal, written, and interpersonal communication skills
  • Experience resolving and working  through escalated and complex issues
  • Solid critical thinking skills
  • Strong analytical skills with high attention to detail and accuracy
  • Outstanding problem solving and decision making skills
  • Risk management and mitigation experience
  • Ability to work independently
  • Strong time management skills and ability to meet deadlines