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Complaints/EO Team Lead 2 

resume-library  |  United States  |  

United StatesW South St, FL, 32801
Security/Protective Services
Work Type:
Work Time:
Full Time


Complaints/EO Team Lead 2

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 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. Manages daily pipeline, provides guidance to less experience team members with interpreting and understanding complex investor/regulatory requirements and policies. Responsible for supporting management in the day-to-day supervision of a Production Support team. Duties may include: providing guidance to less experienced representatives; assigning cases to complaint team members; training on policies and procedures, new or enhanced services and/or procedural changes; managing daily schedules; providing work direction to team members; reviewing work and providing one-on-one feedback, coaching and mentoring on performance; providing input into team member performance; evaluating processes/ procedures to ensure business standards are followed and meet company and government guidelines; acting as a back-up to manager; participating in special projects as assigned.

Required Qualifications

4+ years of customer contact experience in financial services; or 5+ years of customer service experience, administrative support experience, or a combination of both

Desired Qualifications

Advanced Microsoft Office skills

Excellent verbal, written, and interpersonal communication skills

Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

Strong analytical skills with high attention to detail and accuracy

Ability to interact with all levels of an organization

Ability to work in a fast paced deadline driven environment

Ability to lead during times of ambiguity and change

Experience with Wells Fargo complaints management process

Leadership experience including; coaching, training, and mentoring

Strong organizational, multi-tasking, and prioritizing skills

Job Expectations

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

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

FL-Orlando: Min: $47,900 Mid: $66,500

Street Address

FL-Orlando: 11050 Lake Underhill Rd - Orlando, FL


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.