Wells Fargo Quality Assurance Analyst 4 in West Des Moines, Iowa

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.

Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

The Quality Assurance Analyst 4 position will support quality assurance for Fraud Operations Claims and Detection. The successful candidate will be responsible for:

  • Functioning as a Supervisor of Quality Assurance team to ensure regulatory, policy, and customer experience compliance

  • Providing one on one feedback and coaching on monitored calls

  • Assisting with resolution of Quality Assurance issues and delivery of remedies designed to address identified performance gaps

  • Track, research and respond to customer escalations and compliments with a 24 hour turn-around time

  • Will manage a customer escalation/compliment database

  • Will provide detailed escalation/compliment reporting to senior management

  • Reviewing programs, processes, documentation and/or files to ensure compliance with internal company requirements and/or agency or government regulations

  • Analyze performance data and provide actionable insight to drive improvements to include process improvement recommendations

  • Prepare and analyzes data and internal reports for leadership review

  • Provides actionable insight to various support team members as needed

  • Ensures identified risks and/or problems are clearly documented and interacts with appropriate parties for timely resolution

  • Performs ongoing reviews and generates reports summarizing results

  • Identify risks and problem areas and recommend standards or procedures to improve performance

  • Provide periodic performance updates in a timely manner

Also, may be responsible for handling the most complex quality assurance and assesses problems and issues to ensure activities follow the necessary internal and external regulatory and risk management practices. Regularly contributes to the development of new concepts, techniques and standards. Serves as a consultant to management on matters relative to policies and procedures. Leads reviews including analysis and trending of findings, proposed recommendations for change to impact future quality, test development and reporting on results. May be a decision maker for exceptions to guidelines. May act as a Team Leader for lower level Quality Assurance Analysts. OR Provide work direction and training to more junior staff including coaching lower level analysts on quality assurance, department operations, procedures and policies.

*The position hours of operation are typically Monday through Friday with flexible scheduling options; however, weekend hours may be required on an as needed basis

Required Qualifications:

  • 5+ years of experience in one or a combination of the following: quality assurance, financial services administration, loan documentation, loan servicing, or underwriting

Desired Qualifications:

  • Ability to coordinate completion of multiple tasks and meet aggressive time frames

  • Ability to develop partnerships and collaborate with other business and functional areas

  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management

  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Ability to take initiative and work independently with minimal supervision in a structured environment

  • Knowledge and understanding of FDR (First Data Resources)

  • 1+ year of leadership experience

  • Ability to interact with all levels of an organization

  • Advanced Microsoft Office skills

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5297333&PostingSeq=1.

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.

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.