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Customer-facing CRS Service Communications Implementation Consultant

Company: Wells Fargo
Location: Des Moines
Posted on: November 22, 2021

Job Description:

Job DescriptionImportant 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 Fargos Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether its 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.Job description overview

  • Identify and analyze a wide range of information, develop recommendations, and lead meetings and discussions to help drive service communication strategy and execution while managing complex customer-facing service communication projects and content from intake to final approval.
  • Consult with cross-functional teams including management, business partners, Legal, Compliance, Controls, and other business SMEs to identify use cases operational and system impacts, ensure content is compliant, clear and correct, and deliver the desired business outcome.
  • Deliver end-to-end management of the content of service communications, perform and effectively organize detailed project files, including key meeting notes, project scope and plans, and requirements to obtaining final approvals
  • Manage periodic reviews to meet UDAAP, Reg B, Reg Z, and Reg E guidelines on behalf of CRS business, product and functional partners while ensuring communications are compliant, correct and understandable to help reduce operational risk and improve and simplify customer-facing communications
  • Drive risk control management practices and efficient process-based communication reviewsJob description details
    • Lead, consult and collaborate with business partners to clarify, define and document project scope, desired business outcome, operational and system impacts, and desired customer experience
    • Identify the impact of regulatory, operational and system changes and issues on the content of service communications; collaborate with product, operations, functional partners, compliance, and legal and system partners to improve compliant communications and the customer experience while completing tasks that adhere to strict deadlines
    • Assist in development of business cases required to align service communication practices to firm-wide service communication strategies for management review
    • Apply critical thinking skills to analyze and track complex, highly matrixed process and letter system information to understand the current and desired business strategies, processes, systems, operating and compliance environments have on service communication strategy and content
    • Provide issue resolution recommendations to move work forward and meet established timelines
    • Effectively organize and archive detailed project files, including key meeting notes, project plans, and approvals for easy tracking to facilitate progress reports and support audit requirements
    • Ensure process and procedure standards are met by leveraging excellent fact-finding, effective and collaborative project management, writing, and editing skills to manage complex communication projects
    • Exceptional writing and editing skills with ability to adapt writing style to transform bank/legal jargon into simple, concise language with a conversational tone while applying corporate writing standards and brand voice to improve the customer experience and help deliver a consistent card communication strategyRequired Qualifications
      • 4+ years of implementation experience
      • 3+ years of project management experience, additional implementation experience, or a combination of bothOther Desired Qualifications
        • 4+ years of credit card or consumer lending industry experience
        • 2+ years of Tableau experience
        • 3+ years of experience creating pivot tables and performing data analysis in Excel
        • 5+ years of copy editing experienceJob Expectations
          • Ability to travel up to 5% of the timeDisclaimerAll 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 SummaryBenefitsVisit for benefits information.Company: Wells FargoReq Number: 5607865-6Updated: 2021-11-14 21:06:17.892 UTCLocation: Des Moines,IA

Keywords: Wells Fargo, Des Moines , Customer-facing CRS Service Communications Implementation Consultant, Accounting, Auditing , Des Moines, Iowa

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