Research/Remediation Manager 1 - Document Research

Job Description

Wells Fargo’s Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision – and design every product and service – with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people – those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses and other key partners.

Join the #2 Overall Auto lender (Source: Autocount).

Our Dealer Services team supports one of the nation’s leading auto lenders. The team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.

The Research/Remediation Manager 1 with Wells Fargo Dealer Services’ Customer Relationship Center is responsible for supervising the Origination Document Research team. Directs the staff to ensure accuracy and timeliness of work and serves as an expert advisor for the department and other business units. Maintains vendor relationships with Document Storage and Retrieval (DSR) and Iron Mountain in addition to other loan origination documents (signed at dealership). This includes receipt of the loan file, imaging of all file documents, and maintenance/retrieval of those documents throughout the life of the loan, including Unwind requests.

Duties may include:

Assessing daily staffing levels and assigns workload determining team/department priorities to ensure that all deliverables are met within established guidelines. Plans and monitors daily work flow and adjust accordingly to ensure adequate staffing levels for volume and support operational demands and business objectives. Establishes goals and develops implementation plans to ensure goals are enforced and met while maintaining satisfactory ratings on all audits.

Resolves escalated issues using expert knowledge of loan servicing operations and partner with management to handle unusual items. Interact with internal and external customers to obtain or share complex information. Utilizing multiple sources, identify and inform management of trends and functional, technical, and emerging issues which may impact productivity and service levels.

Proactively provides recommendations and solutions to management that maximize process efficiency and effectiveness. Reviews policy and procedure for accuracy and relevance, identify gaps between current processes and policy, and propose modification as appropriate.

Trains team members on their daily functions and review their daily production for efficiencies and ways to better serve their internal and external customers. Provide leadership and guidance for associates on performance and development opportunities.

Average number of Direct Reports 8 to 10

Successful candidate must be available to any shift during the department hours of operation; Monday through Friday (7:00am to 5:00pm) including late shifts and weekends when depending on business needs.

Required Qualifications

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

Desired Qualifications

  • Leadership experience with ability to effectively manage and engage teams
  • Ability to provide leadership by coaching, training, and mentoring
  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to perform advanced research and complex evaluations
  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
  • Good analytical skills with high attention to detail and accuracy
  • Ability to provide strong customer service and develop customer relationships
  • Knowledge and understanding of Dealer Services policies and procedures

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

CA-Irvine: Min: $47,500 Mid: $63,800


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.


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