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Wells Fargo Complaints Team Manager in Des Moines, Iowa

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.

Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

Wells Fargo Merchant Services specializes in providing solutions such as credit card, debit card, check guarantee, e-commerce, and gift cards to businesses of all sizes. WFMS is nationally recognized for its ingenuity and reputation as a leader in the electronics payments industry

This exciting new opportunity as a Research Remediation Manager 2 duties include:

  • Managing a complaints resolution team and all policy requirements.

  • Responsible for authorizing override decisions that may include re-mediating customer complaints

  • Will generate reports and summarize results

  • Responsible for supervising staff providing dispute resolution and customer service for both internal and external customers, clients, investors, banks, and/or merchants regarding disputes, claims and financial services.

  • Lead Procedure/Process/Resource Changes.

  • Partner with Self Assurance Team Reviews/Disputes/Calibration.

  • Partner/Support Complaints Program Business Accountable Leader.

  • Third Party Complaints Management partnership.

Supervising a direct team of 8-10 Team Members that includes:

  • Responsible for 1:1's, Coaching, Development, Hiring, New Hire Onboarding, lead Staff Meetings and overall day to day decisions/management of workload.

  • Manage research and escalation function and/or a larger, more complex group.

  • Supervising workflow and quality of representatives, overseeing resolution to complex calls/inquiries, working with management team to identify problems and improve service levels, interfacing with other bank departments/ vendors/ merchants/ clients/ investors to resolve problems, communicating company policy, procedures and practices, making employment decisions and setting performance standards, training and coaching staff to meet business objectives, conducting performance evaluations, performing financial, product, and /or business case analysis and completing projects as assigned.

As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically, you will:

  • Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.

  • Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 3+ years of experience in one or a combination of the following in the financial services or credit card industry environments: customer service, client relationship management, investor facing, disputes, claims resolution, or fraud resolution

  • 2+ years of supervisory experience

Desired Qualifications

  • 3+ years of supervisory or management experience

  • Experience resolving and working through escalated and complex customer issues

  • Ability to communicate effectively, in both written and verbal formats, with senior executive-level leaders

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

  • Advanced Microsoft Office (Word, Excel, Outlook, and Access) skills

  • Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives

  • Strong conflict resolution skills

  • 1+ year of leadership experience

  • Ability to provide leadership by coaching, training, and mentoring

  • Experience reviewing complaints and complaints data

  • Ability to navigate multiple systems and applications to research and identify current business documentation and procedures

  • Excellent verbal, written, and interpersonal communication skills


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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Company: Wells Fargo

Req Number: 5576693

Updated: 2021-05-05 00:57:32.054 UTC

Location: Des Moines,Iowa