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Analytic Consultant 4 - Remediation Complaints Reporting An

Company: Wells Fargo
Location: Charlotte
Posted on: July 15, 2019

Job Description:

Job DescriptionAt 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.Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams.-- We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.Our Enterprise Complaints Management Office (ECMO) focuses on customer feedback across Wells Fargo and strives for operational excellence in order to strengthen our consumer-centric culture and optimize the customer experience. The Enterprise Complaints Data/Analytics & Reporting (CDAR) department within the ECMO is comprised of a group of analytically skilled professionals tasked with the goal of analyzing data around customer interactions for the purpose of identifying opportunities and developing analytical models to improve the customer experience.The Analytic Consultant in this role will support the Remediation Complaints Reporting group within the newly formed enterprise External and High Profile Event Reporting team. This analyst will be focused on providing accurate, timely, and actionable customer complaint reporting to high profile and/or high-risk parties (legal, regulators, investors, rating agencies, executives) as well as support of internal business partners. This role will be focused on the interpretation, fulfillment, and validation of requests for complaint data, development of reports, key trends, themes, and identification of insights, as well as the presentation of work to senior leadership for approval. An ideal candidate will have ALL of the following: Requisite modern and high-level technical skills to query and analyze customer complaint data Analytic skillset far beyond extracting, transforming and loading data, including attention to detail, ability to think and test ideas independently, and ability to identify and summarize insights Strong communication and consultative skills to answer questions and present to leadership, including PowerPoint development and delivery in a polished, professional mannerNOTE: This posting is not for a database administrator and is not for a systems architect.Responsibilities include: Meet our commitments to external regulators, investors, rating agencies and internal as well as external legal counsel through fast paced reporting and adhoc requests related to customer complaint data, analysis, and remediation reporting. You will perform analysis to identify subsets of customer complaints tied to specific remediations and requirements submitted by any of these parties. Provide thought leadership to interpret requests and develop methodologies, translating those requests into technical requirements for complex customer complaint and operational data. Query disparate databases via SQL/SAS to identify complaints tied to data requirements. Work with business partners to gain an understanding of how various operational Wells Fargo systems interact with complaints data. Query databases to tie customer complaints to this operational data. Manually reading and reviewing complaints to check accuracy of reporting logic and to overlay key complaint examples with summary statistics. Ability to develop automated reports and dashboards as needed to support common types of requests. Profiling data to identify outliers, quality issues, and inaccurate data. Support a culture of credible challenge and risk management. Interact in a professional, concise manner with Wells Fargo leadership to review requirements, methodology, and results of external requests for complaints data. Ensure adherence to Wells Fargo data management/information security regulations and policies. Create analytical documentation that is both easy to follow and meets compliance/audit requirementsTeam members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.Required Qualifications6+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 4+ years of experience in one or a combination of the following: reporting, analytics, or modelingDesired QualificationsExtensive knowledge and understanding of research and analysisStrong analytical skills with high attention to detail and accuracyExcellent verbal, written, and interpersonal communication skillsAbility to effectively partner and influence at the executive levelAbility to translate complex technical needs into straightforward requests for information and collaboration, working with a wide range of peopleIntermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills5+ years of experience with SAS or SQL, or other data management, reporting and query tools1+ year of Customer Remediation experienceAbility to work independentlyAbility to quickly learn business operations and processesAbility to work cohesively and collaborate with analytic functions throughout the organizationAbility to develop partnerships and collaborate with other business and functional areasOther Desired Qualifications Experience providing direct analytic support to a non-technical executive (Region President, Line of Business Leader, etc). Applied text analytics or natural language processing (NLP) experience Experience and desire to teach/mentor other analysts in technical or other skillsetsJob ExpectationsAbility to travel up to 25% of the timeStreet AddressNC-Charlotte: 401 S Tryon St - Charlotte, NCSC-Fort Mill: 3480 State View Blvd - Fort Mill, SCMN-Minneapolis: 2701 Wells Fargo Way - Minneapolis, MNTX-SA-North Central: 16414 San Pedro Ave - San Antonio, TXIA-Des Moines: 800 Walnut St - Des Moines, IACO-Denver: 1740 Broadway - Denver, COAZ-Chandler: 2850 S Price Road - Chandler, AZDisclaimerAll 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.

Keywords: Wells Fargo, Charlotte , Analytic Consultant 4 - Remediation Complaints Reporting An, Advertising , Charlotte, North Carolina

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