Business Process Analyst 3
800 S JORDAN CREEK PKWY - WEST DES MOINES, IA
Our competitive advantage: People. It all begins with outstanding talent.
Our vision: Helping our customers succeed financially.
Our product: Service - for over 160 years.
Our culture: Wow!
In Wells Fargo's Consumer Lending Group (CLG), we've built our team of top professionals by rewarding their accomplishments and ensuring they have what s needed to succeed.
The CLG team includes our home mortgage, home equity, consumer credit card, personal loans and lines, direct auto, dealer services and commercial auto, retail services and education financial services businesses.
Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance).
Our Performing Servicing Team: Focuses on the customer and strives for operational excellence in servicing mortgage loans and home equity products for our customers.
** This position resides in West Des Moines, IA. There is no relocation assistance available and no opportunity to work remotely. **
The WFHL Servicing Office of the President researches, resolves, and responds to complex customer correspondence on behalf of our senior level executives. In addition, our department resolves customer issues that have been escalated to any governmental, regulatory, or consumer protection agency. These agencies include, but are not limited to, the Office of the Comptroller of the Currency, Consumer Federal Protection Bureau, Attorneys General, and Congress.
During the issue resolution process, Office of the President team members are responsible for identifying the root cause of the issue escalation as well as any regulatory or high risk factors that are indicated in the correspondence though a process referred to as case disposition. This information is used for reporting and compliance monitoring purposes. This position will own the relationship between the Office of the President Analytics team and all WFHL Default Servicing business partners.
This team member will identify and communicate complaint trends to the senior leaders in Default Servicing and work with their teams to identify process improvement opportunities to reduce complaints and potential risk for our organization. This role will also have 2-3 direct reports that are responsible for case disposition auditing, loan level deep dive analysis, and report creation.
8+ years operations analysis experience.
Strong understanding of financial controls.
- Experience providing analysis results to senior level leaders.
- Ability to independently develop strategic recommendations on operational data.
- Has an expert-level understanding of operations policies and procedures.
- Expert presentation/communication skills.
- Microsoft Office applications including strong Excel/Pivot Table and PowerPoint experience.
- Excellent verbal and written skills.
- Ability to handle multiple projects simultaneously.
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
- Experience in complaint or default business processes.
- Analytics and Reporting software experience (SAS, Business Objects).
- Experience in Complaint/Survey Analysis.
- Experience in Default Business Process Analysis.
- Proven experience in providing root cause analysis of shifting volume trends.
Wells Fargo - 16 months ago
Wells Fargo & Company is a financial holding company and a bank holding company. It is a diversified financial services company. It...