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Remediation Execution Communications

Company: Wells Fargo
Location: Saint Paul
Posted on: November 22, 2021

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. --In order to receive text message invitations, your profile must include a mobile phone number designated as ---Personal Cell--- or ---Cellular--- in the contact information of your application.--At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company---s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.The COO group also includes a number of teams dedicated to strengthening Wells Fargo---s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers--- needs are understood and supported. The group is also accountable for ensuring regulators--- expectations are met and that employees have the tools and training necessary for success.The Customer Remediation Center of Excellence (CRC) organization is an enterprise function. --This organization develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. --The organization enables more effective and coordinated monitoring, reporting and stakeholder communications. --Enhancing our practices and outcomes for customers is a critical part of building a better Wells Fargo.As part of the Remediation Execution Communications team, the Business Communications Consultant will coordinate, develop, and execute customer correspondence and communications initiatives to support our remediation efforts, while delivering an outstanding customer experience. This team member will support and engage with Wells Fargo business unit peers, enterprise departments, and communications groups to ensure a consistent voice and messaging across initiatives. This team member will have a proven track record of editing and publishing well-crafted, easy-to-read communications that are technical in nature, particularly in time-sensitive environments with multiple contributors.Responsibilities include:

  • Planning, writing, editing, coordinating, and publishing communications related to compliance, legal and regulatory matters, and our ongoing remediation efforts. This includes customer letters, vendor scripts, email templates, statements, FAQs, and website content.
  • Consult with content owners and managers to develop communication messaging and plans.
  • Identify communication opportunities, and design and source materials for execution of those opportunities.
  • Meet established deadlines with tight turnaround times.
  • Lead or participate as communications subject matter experts in cross-functional teams as needed.
  • In consultation with partners, design and implement support process and communication tool enhancements to improve speed, efficiency, and accuracy of stakeholder engagement.
  • Track and measure results to ensure alignment with business objectives.Required Qualifications
    • 8+ years of communications experience
    • Bilingual speaking proficiency in Spanish/EnglishDesired Qualifications
      • Project management experience
      • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
      • Ability to meet stringent deadlines
      • Knowledge and understanding of technical writing
      • Knowledge and understanding of writing, editing, coordinating, and publishing sensitive documentation
      • Strong collaboration and partnering skills
      • Knowledge and understanding of consumer related remediation policy, process, and procedures
      • Experience communicating in both written and verbal formats with senior executive-level leaders
      • Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills
      • Experience writing and editing internal communications, including corporate and executive level communications
      • BS/BA or higher in English, journalism, professional writing, creative writing, education, or communications
      • Strong attention to detail and accuracy skillsJob Expectations
        • Ability to travel up to 5% of the timeDisclaimer
          All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Benefits SummaryBenefits--Visit benefits information.

Keywords: Wells Fargo, St. Paul , Remediation Execution Communications, Other , Saint Paul, Minnesota

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