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Business Liaison Consultant 4 (Customer Remediation COE)

Wells Fargo

This is a Full-time position in Chandler, AZ posted June 9, 2021.

Job Description

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

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 employees have the tools and training necessary for success.

The Customer Remediation Center of Excellence (CRC) organization is an enterprise function. This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. The organization enables more effective and coordinated monitoring, reporting, and stakeholder communications. Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.

The Business Liaison Consultant 4 will report to the Business Liaison Manager.

Key responsibilities include:

  • Effective, timely, and quality planning and oversight of customer remediation activities for high risk remediation
  • Developing and maintaining effective business relationships with senior leaders and other key stakeholders while advising and overseeing remediation approaches, to include decision making
  • Partnering with business and support leaders to ensure effective implementation of the CR COE vision, strategy, and policies/procedures. This could include the facilitation, development, and/or implementation of new or enhanced processes, procedures, and other materials to support the CR lifecycle
  • Responsible for the communication and implementation of remediation operational changes
  • Tracking/evaluating performance of programs, remediations, and other key initiatives
  • Ensuring plans/programs adhere to appropriate policies and regulations
  • Supporting special projects for standardization and organizational alignment

Required Qualifications

  • 10+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning; or 7+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiries

Desired Qualifications

  • Financial industry experience
  • Risk management experience
  • Ability to consult, build, and maintain solid working relationships in and outside of immediate department
  • Ability to present to multiple levels of management
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills
  • Knowledge and understanding of consumer related remediation policy, process, and procedures
  • Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change

Other Desired Qualifications

  • Experience with the customer remediation life cycle, including issue identification, intake, planning, execution, execution close, and remediation validation, and monitoring
  • Strong communicator with the ability to know the audience and deliver the right message to Senior Leaders

Job Expectations

  • Ability to travel up to 10% of the time

Street Address

IA-Des Moines: 6200 Park Ave – Des Moines, IA
SD-Sioux Falls: 3401 N 4th Ave – Sioux Falls, SD
MN-Shoreview: 1801 Parkview Dr – Shoreview, MN
AZ-Chandler: 2600 S Price Rd – Chandler, AZ
TX-San Antonio: 4101 Wiseman Blvd – San Antonio, TX
NC-Charlotte: 301 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.

Benefits Summary


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