Communications Consultant 3

Market Job Description As part of the Social Engagement Team, this role is responsible for managing social conversations across multiple platforms, including, but not limited to: Facebook, Twitter, LinkedIn, Google+, YouTube, Pinterest, and Instagram. The Social Media Engagement Manager is responsible for identifying and engaging with social audiences in a brand-consistent, platform-voice consistent way that encourages further conversation with the Wells Fargo brand. A critical partnership to this role will be WFVC Social Care for ensuring that engagement is tightly coordinated, issues and crises are managed efficiently and effectively, and customers are being cared for in a timely manner. This role will require Spanish and English as medium of communication (90% work in English and 10% in Spanish

Responsibilities Include:

  • Responding to customers and prospects in the social web through approved tools and social media platforms such as Twitter and Facebook
  • Response activities include answering questions, offering help, thanking users, tracking feedback, and monitoring for incidents
  • Influencing online conversations, listening and responding to community feedback, and analyzing and reporting on optimization efforts for channel management
  • In the absence of an onsite supervisor, the consultant position will be responsible for escalating items containing potential reputational risk to

the Social Engagement team

  • Maintaining accurate and current tracking within various systems and databases and providing status reports to management teams regarding social media efforts
  • Monitoring and coordination of incidents (for example, website outage) and high profile escalated issues (for example, PR-related trending issue), with responsibility to track and report to management and appropriate Social Care, communication teams, compliance, legal, and product partners
  • Responsible for updating and maintaining procedures related to the program
  • Other duties and special projects as assigned; this may include researching industry trends from a technology and engagement perspective

A Successful Applicant Will Demonstrate:

  • Knowledge of Social Media Platforms, specifically, Facebook, Twitter, LinkedIn, YouTube, Instagram, Google+ and Pinterest
  • Success in Customer Service environments, especially with written word, in both English and Spanish
  • Knowledge of Wells Fargo online channel, products, and offerings
  • Success in creating or selecting social media content, demonstrating understanding of content best practices by platform
  • Strong organizational skills and detail orientation
  • Strong collaboration/teamwork skills both onsite and online; a problem-solver with a results-orientation
  • Ability to work in a highly autonomous environment while exercising strong sound judgment

Market Skills and Certifications

QUALIFICATIONS (Required/Desired)

  • Bilingual (Spanish & English)
  • 2+ years of experience in one or a combination of the following: marketing, digital marketing, digital platforms, or social media
  • Experience with social media management tools; preferably Sprinklr or Brandwatch
  • Experience in the financial services industry or other regulated industry
  • Exposure to social engagement tools like Spredfast, HearSay and HootSuite
  • Experience with Microsoft Office Suite; specifically Excel, Word and PowerPoint

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