About this role:

Wells Fargo is seeking a Business Execution Consultant (Root Cause Analysis Consultant) within Personal Lending. The RCA Consultant will be instrumental in Personal Lending’s commitment to help customers succeed financially by delivering on our vision and brand promise. The Personal Lending Root Cause Analysis team manually reviews targeted, monthly samples of complaints to identify precise systemic or process causes of customer dissatisfaction across the personal lines and loans and retail services business.

In this role, you will:

• Review and analyze a specific sample of complaints to determine potential trends, process breaks, procedure clarification, and other opportunities to improve the customer experience.
• Consult with business partners and present root cause analysis findings and recommendations to executive leaders.
• Complete monthly submission standards governed by the Enterprise Complaints Root Cause Analysis (RCA) Program within required service level agreement timelines.
• Complete ad-hoc requests for specific complaint data and analysis.
• Execute controls designed to manage risk within the root cause process.
• Support the implementation of policies, procedures, and training materials to ensure compliance within RCA routines, Enterprise Complaints RCA Program standards and regulations and to maximize efficiency in our root cause processes.
• Work with business areas to establish appropriate implementation strategies and plans for strategic initiatives that impact RCA (i.e., systems, workflows, controls).
• Provide project support for initiatives that will impact the Root Cause Analysis team (i.e. new or updated products).
• Assist with identifying best practices and updating procedures.
• Interact with a wide variety of partners including SMEs within the business, complaint governance, PL RCA Program stakeholders, internal RCA team members.
• Successful candidate will need to have advanced data analysis skills to identify opportunities to improve the customer experience and be able to separate true findings from the noise.
• Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
• Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics
• Determine areas of strength or Business Execution opportunity within defined scope of work
• Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations
• Utilize independent judgment to guide moderate risk deliverables
• Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business
• Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business
• Collaborate and consult with leaders and executive management
• Provide work direction to less experienced Strategy and Execution staff

Required Qualifications:

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience with personal lines and loans and retail services product, processes, and systems.
• Strong communication skills, both verbal and written; effective in communication across a variety of audiences and presenting information in a manner that educates understanding at all levels.
• Experience with end-to-end analytical projects including conducting analysis, synthesizing findings, developing recommendations, presenting results and recommendations to leadership.
• Experience developing partnerships and collaborating across multiple business groups and channels.
• Experience reviewing customer data, identifying themes, extracting insights, and articulating these insights to stakeholders.
• Excellent analytical skills with high attention to detail and accuracy.
• Experience developing structured analyses of complex customer and operational data that drive actionable insights.
• Ability to manage multiple projects simultaneously; strong time management skills and ability to meet deadlines.
• Ability to work collaboratively across the organization.
• Ability to quickly gather, process, and apply learnings to efforts focused on improving the customer experience.
• WF Systems: FDR, SHAW, ECMP, ECIP, Veritas, NICE, NEXEDIA.

Job Expectations:

• This position offers a hybrid work schedule.
• This position is not eligible for Visa sponsorship.

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees 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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.