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Research/Remediation Analyst 2

Job Description

At Wells Fargo, we have one goal: to satisfy our customers' financial needs and help them achieve their dreams. 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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

Join the best bank for payments and collections in North America (Source: Global Finance Magazine)

Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.

The Research Remediation Analyst 2 will respond to, research, and resolve escalated inquiries and complaints requiring special handling and that may have been forwarded by mgmt committee members, agencies, and/or senior business leaders. This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.

Functions evaluated may cover one or more of the following areas:

  • Underwriting, regulatory compliance, fraud, fair lending, and servicing
  • Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions)
  • Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters
  • May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements
  • Recommend standards, policies, and/or procedures to correct deficiencies
  • Ensures identified risks and/or problems are clearly documented
  • Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review

Other duties may include:

  • Project work to identify/implement process improvements, performance of ongoing reviews as needed
  • May generate reports and summarize results
  • Typically performs team leadership and provides work direction

There are no incentives OR bonuses with this position.

Hours will NOT be a standard Monday-Friday 8am-5pm. Hours may include weekends and/or evenings until 9pm.



Required Qualifications

  • 5+ years of customer contact experience in a financial services environment; or 4+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance



Desired Qualifications

  • Advanced Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • Hogan experience
  • Knowledge and understanding of Shaw, ACAPS, FDR, ECaR, and/or other Consumer Lending applications
  • Exposure to Wells Fargo CaCS (Computer-aided Collections Systems)
  • Ability to develop and negotiate solutions to issues with partners or clients including escalations as needed
  • Ability to manage a pipeline of work from assignment to completion
  • Ability to perform advanced research and complex evaluations
  • Experience meeting high production and quality standards



Other Desired Qualifications
  • Experience with Overdraft Collections and Recovery (ODCR)


Job Expectations

  • Ability to work nights, weekends, and/or holidays as needed or scheduled



Disclaimer


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.


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