Senior Quality Assurance Administrator - Estate Care Center

About this role:

Wells Fargo is seeking a Senior Quality Assurance Administrator to join the Intake & Support Quality team in the Estate Care Center department as part of Global 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

Schedule:

• Monday-Friday 7:30am-4:00pm CST
• Schedule subject to change based on business needs

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 7:30 a.m. – 4:00 p.m. Monday – Friday (CST).  You are required to attend the full duration of this paid 4-6 weeks of training.
• We’re open from Monday - Friday, 7:00 am - 9:30 pm (CST).  Your regular work schedule will be based on business need and may include working weekend days and some holidays.

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:

• Experience in Estate Care Center and/or deceased management experience
• Knowledge and understanding of Individual Retirement Accounts (IRA) and consumer products, policies, and procedures
• Experience in the following applications: Pega, DIPR (Deposit Imaging Process Redesign), IRA Deceased Tool, Taxie, Hogan, IRA Brochure Tool, and Vantage
• Proven experience with conducting risk and process assessments
• Strong analytical skills with high attention to detail and accuracy
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to identify and evaluate exposures and potential risks

Posting Location:

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

Job Expectations:

• You will be required to work on site full-time at the posted work location.
• Overtime is based on business need and volume of the department, could be required

This position is not eligible for Visa sponsorship

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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.