Research/Remediation Analyst 2

26084BR

Research/Remediation Analyst 2
Operations

Manila

Philippines

Market Job Description
About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
About the role

The Researcha and Remediation Analyst 2 may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.

Responsibilities:

  • Responds to and researches and resolves escalated inquiries and complaints requiring special handling and that may have been forwarded by management committee members, agencies, and/or senior business leaders.
  • This may include a review of in-process, closed or cancelled single loan/credit exceptions, applications, claims, files and/or on-line transactions, etc., individually or in aggregate, to determine if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities.
  • Functions evaluated may cover one or more of the following areas: underwriting, regulatory compliance, fraud, fair lending, and servicing.
  • Performs intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, processing complex and/or corrective transactions on-line (including monetary and non-monetary actions).
  • Communicates with others (including customers, merchants, clients, executives, agencies, regulators, bankers) to ensure resolution/negotiation of sensitive and/or time-critical matters.
  • May serve as an intermediary to resolve disputed matters; negotiates and enacts settlements.
  • Recommend standards, policies, and/or procedures to correct deficiencies.
  • Ensures identified risks and/or problems are clearly documented.
  • Has similar authorities as first tier supervisors to make override decisions; refers recommendations exceeding authority levels and/or items unable to meet resolution to management for review.
  • Other duties may include: project work to identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results.
  • Typically performs team leadership and provides work direction.


Market Skills and Certifications
  • At least 2 years of tertiaty education
  • At least 2 years of working experience as a Customer Service Representative (or similar) in a BPO environment
  • Preferably, with experience handling a financial campaign
  • Preferably, with experience in fraud/disputes services
  • Excellent communication skills
  • Willing to work on shifting schedules
  • Willing to do 100% voice calls
  • Willing to work in McKinley


Region
APAC

Location
Metro Manila


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