Wells Fargo Quality Assurance Analyst 2 in Sioux Falls, South Dakota

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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Cards and Retail Services, Deposit Products Group, the Innovation Group, Treasury Management, Merchant Services, Payment Solutions, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.

The CCS Servicing & Collections Executive Office OR Credit Bureau Solutions group support customer complaints for the following business lines: Retail Services, EFS, Dillard’s, Direct Auto, PL&L, Credit Card and Financial Cards.

Duties may include:

  • Manage daily QA review case load to ensure review and feedback is provided within 24 hours, unless shorter time frame needed to meet complaint case SLA

  • Review written responses to ensure free of grammar/spelling errors, to ensure letters are customer friendly / tailored to the specific customer and to ensure the response addresses the complaint

  • Review complaint case to ensure thorough research was performed, case SLA and regulatory requirements are met, and the complaint database is tracked accurately for reporting

  • Maintain scorecards for each review to provide quality rating and aggregate the data for monthly quality performance

  • Provide coaching and feedback to team members to improve responses and guidance on proper research and data tracking

  • Identify training and coaching opportunities to help improve team member performance and overall quality scoring

  • Provide feedback to improve or create departmental procedures as identified through training and QA reviews

  • Responsible for evaluating, monitoring, assessing and/or reviewing programs, processes, claims, documentation and/or files to ensure compliance with internal company requirements and/or agency or government regulations

  • Evaluating processes to ensure business standards are followed; providing guidance to lenders and other staff regarding documentation and underwriting requirements; reversing credit decisions where necessary; or evaluating in-process, closed, cancelled and declined credit applications, insurance claims, accounts, files, systems and/or processes to ensure company standards are met

  • Ensures corrective action on exceptions and problems identified, required data is input and proper procedures were followed

  • 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. Identifies risks and problem areas and recommends standards, policies, and procedures to correct deficiencies and improve performance

  • May design and conduct training programs

Required Qualifications:

  • 2+ years of experience in one or a combination of the following: quality assurance, financial services administration, loan documentation, loan servicing, underwriting; or a BS/BA degree or higher

Desired Qualifications:

  • Intermediate Microsoft Office skills

  • Strong analytical skills with high attention to detail and accuracy

  • Excellent verbal, written, and interpersonal communication skills

  • Strong collaboration and partnering skills

  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

  • Knowledge and understanding of banking: regulations, compliance, policies, process, and procedures

  • Experience composing formal business correspondence

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5419665&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.