13 days old
2018-01-062018-02-05

Quality Manager 1

Manila, NCR
  • Job Code
    23152BR-1
About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortunes 2017 rankings of Americas largest corporations. Wells Fargos vision is to satisfy our customers financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
The EGS team will be involved in the assessment, ongoing oversight and validation of Third Party call monitoring programs and activity to ensure adherence with consumer financial law

Responsibilities:

The team will assess the adequacy of call monitoring programs of Wells Fargo customer-facing Third Parties during the due diligence phase of the Third Party Service Provider (TPSP) lifecycle. Compliance performs due diligence on Third Party call monitoring programs to assure itself that Third Parties performing customer call services meet minimum standards for compliance with consumer financial law and regulation.

Ongoing oversight involves a periodic review of relevant Third Party Call Monitoring documentation ensuring Third Party Call Monitoring program material remains effective in addressing consumer financial law. Validation is performed by sampling calls monitored and verifying the results as performed by the Third Party as well as performing a judgmental sample of high-risk calls to determine the effectiveness of the Third Party Call Monitoring activity and independently identify if any other issues related to consumer financial law may exist.


Responsibilities include:
  • Managing staff and coordinating workflow in order to maintain quality standards and ensure daily/weekly/monthly deliverables are met
  • Providing guidance to staff for resolution of complex issues where expertise is required to interpret and administer company policies, procedures, and compliance/regulatory issues
  • Managing dispute resolution activities and providing credible challenge and direction to business partners on complex issues in order to mitigate risks to the bank
  • Determining root cause and identifying appropriate solutions to correct and/or escalate problems
  • Participating and leading strategic initiatives to support business goals and department objectives
  • Lead a team in call monitoring and third party assessments
  • Developing presentation materials in a clear and concise manner and conveying complex topics simply and reasonably
  • Representing the department or functional area at a broader level audience in diverse forums
  • Participating in talent acquisition activities
  • Designing/developing, implementing, and enhancing monitoring programs. This candidate will partner with managers from each supported business line to provide information and consultation while ensuring continuous improvement and full transparency. This candidate must be an exceptional leader with a proven and verifiable track record of leadership accomplishments.
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Quality Manager 1

Wells Fargo
Manila, NCR

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Wells Fargo
Manila, NCR
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