About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator in the Deposit and Legal Services Quality Control department as part of Consumer and Small Business Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role you will:

• Provide support and scoring guidance quality assurance staff by answering questions on regulations or compliance, procedures, policies and First Call Resolution
• Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations
• Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
• Assist in development and design of product specific databases
• Review and score work
• Prepare calibration score and facilitate calibrations across the team to ensure consistency of quality scores delivered to clients
• Monitor quality assurance programs and processes to identify gaps and risk assessment
• Design and conduct training for as needed
• Provide coaching to staff and track performance expectations and results
• Make final scoring decisions on disputes which impact quality results
• Interact with staff and business partners to promote team work and departmental effectiveness

This role supports quality reviews of Operations Processors work from the following DLS Processing teams:

• Account Maintenance (AM)
• Court Blocked Accounts (CBA)
• Document Deposit Review (DDR)
• Elder Financial Abuse (EFA)
• Escalations and Research (ER)
• Funeral Trust (FT)
• Individual Retirement Accounts (IRA Ops)
• Interest on Lawyers Trust Account (IOLTA)
• Interest on Real Estate Trust (IORETA)
• Product Open (PO) and/or Service Member Civil Relief Act (SCRA).

Schedule:

• Monday-Friday 8:30 a.m. – 5:00 p.m. CST
• Opportunities for Overtime

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 4-6 weeks. Training hours are 8:30 a.m. – 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 4-6 weeks of training.
• We’re open from Monday - Friday, 8:00am-8:00pm (EST). Your regular work schedule will be based on business need.

Required Qualifications:

• 4 years of Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Previous experience in legal processing preferred
• Ability to read and interpret legal documents
• Strong organizational, multi-tasking, and prioritizing skills
• Good verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to clearly express ideas and proposed solutions
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to interact with all levels of an organization
• Basic Microsoft Office skills
• Other desired qualifications: experience with Wells Fargo Hogan, SVP, Columbia Applications.

Job Expectations:

• This position offers a Hybrid work schedule
• This position is not eligible for Visa sponsorship
• Works in a fast- paced production environment ensuring daily target completions are met
• Responsible for reviewing and interpreting legal orders or legal documents
• Ensures identified risks, errors, and/or complex problems are clearly researched, documented and interacts with appropriate parties as necessary for timely resolution
• Uses subject matter expertise to identify and perform ongoing potential risk related reviews
• Makes recommendations to improve operational performance that follow and support policies and procedures to reduce risk exposure

Posting Location:

• 3201 N 4th Ave, SIOUX FALLS, SD 57104

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.