About Enterprise Global Services Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo’s business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our . About the Department The Enterprise Complaints Management Office (ECMO) has accountability for driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience. The organization is responsible for consistently adhering to the requirements established in the , , and also complying with laws, rules, regulations, and supervisory guidance related to complaints. Additionally, the ECMO is responsible for executing complaint operations in a consistent and standard process, building operational risk controls, providing root cause analysis of complaints, and owning and maintaining the Enterprise Complaints Management Platform (ECMP). About the Role Research/Remediation Analyst 4 is team lead level whose function is typically related to matters with very significant organizational impact and/or highly sensitive context, researches, analyzes the decisions of actions taken or loan documentation, files, or on-line transactions through a review of individual or aggregate transactions, assessing compliance with contractual term/conditions, insurer guidelines, investor requirements and/or government regulations. Responsibilities Responsible for comprehensive and the highest degree of accurate reviews including report preparation, analysis and trending/insights of findings (including identification of fraud concerns) and proposes recommendations for changes that will likely have a fundamental impact on future loan quality and processing Determines appropriate course of remedial action, conducting investigative steps to fully identify the issues, researching product information, terms, conditions, contracts, etc., creating correspondence as needed, enacting responses, and processing complex and/or corrective transactions on-line (including monetary and non-monetary actions) Consults regarding difficult, complex transactions. Has latitude to determine contact and escalation levels and make exceptions to underwriting guidelines; refers recommendations exceeding authority levels and/or items unable to meet resolution to senior management for review. Identifies process gaps and provides actionable proposals to close gaps Performs team leadership and provides work direction and acts as a mentor to lower level team members and may assist with their development Market Skills and Certifications Completed at least 2nd year college (without back subjects) Minimum of 4 years of experience customer service for BPO / call center including escalations or as a subject matter expert Financial experience is preferred Amenable to work on shifting schedules including night shift, weekends and/or holidays Amenable to work in McKinley Hill, Taguig Job Family Operations Region APAC We Value Diversity At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our .