The Unclaimed Property business group is responsible for leading and managing all unclaimed property and escheatment activities across all lines of business for Wells Fargo. Established April 2018, Wells Fargo's Unclaimed Property organization proactively works to successfully reunite owners with their property. Unclaimed Property is dedicated to the following strategic goals and initiatives: achieving operational excellence, reducing risk, improving regulatory compliance, improving the customer/client experience, and reducing dormancy across the company.
The Service Delivery Senior Business Execution Administrator will work to understand the business to gain expertise critical to ensuring compliance with internal policies, and jurisdictional requirements. The successful candidate will serve a pivotal role managing processes designed to assist customers/clients with promptly reclaiming their property. As a member of the Service Delivery team, the Senior Business Execution Administrator will leverage tools and applications to research, respond, review, and resolve customer inquiries while adhering to standards, processes, and procedures. Additional functions may include assisting with training of new team members, participating in special projects, business initiatives, and assisting with other functions associated with managing escheatment activities for the company.
In this role, you will:
Support operations of the Unclaimed Property Service Delivery Team by researching complex cases and reviewing cases within the defined SLA
Perform quality control (QC) of Unclaimed Property cases
Proactively identify opportunities to improve processes and provide support to a variety of diverse support functions and operations.
Exercise risk management to identify and proactively escalate potential issues and gaps in business processes.
Collaborate with onshore and offshore colleagues who support the Service Delivery team with research and reviewing cases
Self-report daily, weekly, and monthly productivity performance
Support management with training as needed.
Follow all state and jurisdictional regulatory requirements related to unclaimed property escheatment.
Manage email case load in a case management system (Pega)
Print and mail physical correspondence when required
Required Qualifications:
4+ years of Administrative Support, or, Business Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
4+ years Financial Services experience
Experience researching, responding, and resolving complex internal or external inquiries using independent critical thinking while navigating multiple applications, systems, and document types
Strong customer service and complaints management experience with written communications
Experience in case load management and working in an email production support environment
Experience performing quality control or quality assurance activities
Excellent verbal, written, and interpersonal communication skills
Ability to take on a high level of responsibility, initiative, and accountability
Intermediate Microsoft Office skills including Outlook, Excel, Word, PowerPoint, Microsoft Teams, and OneNote
Ability to grasp business issues quickly, recommend solutions, and drive for resolution
Experience with Hogan, DIPR, OIB and/or Pega is a plus
Experience with Unclaimed Property is a plus
Schedule:
Hours: Monday - Friday 8am - 5pm, including extra hours as needed.
Location:
1525 W W T Harris Blvd, CHARLOTTE, NC 28262-8522Posting End Date: 11 Nov 2024 *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.
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