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About this role:

Wells Fargo is seeking a Call Center Dialer Strategy Administrator (Senior Business Execution Administrator), as part of the Contact Management Team, to monitor inbound and outbound call center activity for Wells Fargo Home Lending.

The ideal candidate will be a self-starter, comfortable in a delivery-oriented environment, and will possess excellent verbal and written communication skills. This position will partner and consult on operational activities to ensure minimal impact to customers and risk to Wells Fargo.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Primarily support the operations of Home Lending, but will assist with all areas within the Consumer Lending business line
• Monitor inbound service levels and outbound saturation lists, making adjustments as needed
• Design and program daily dialer strategies to ensure call center agents are targeted to the right campaigns
• Provide subject matter knowledge and interpretation of procedures to administer programs, projects, or processes specific to the business
• Manage requests for community relations events, sponsorships, company funding, volunteer activities, and special programs
• Leverage technology to reduce manual touchpoints
• Facilitate efficiency, quality, cost effectiveness of solutions, and identify opportunities to improve processes, escalating concerns as needed
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions, leveraging quantitative and qualitative insights to analyze opportunities for innovation

Work Schedule:

We have two available schedules. Shift differential may apply to each.

Shift 1:

• Monday – Friday: 1:00 PM -10:00 PM CST
• Rotating Saturdays: 7:30 AM - 2:00 PM CST

Shift 2:

• Monday – Thursday: 11:00 AM - 8:00 PM CST
• Sunday: 10:30 AM – 7:30 PM CST

Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.

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:

• Contact Center experience
• Knowledge and understanding of Consumer Lending, including Home Lending, Auto, and/or Credit Cards
• Demonstrated analytical abilities including monitoring data and recommending actions
• Knowledge and understanding of workforce management software packages including Alvaria (Aspect), Aspect ALM, Aspect UCC, Avaya, Genesys, ACES, and/or Genesys GAX
• Experience with dialer technologies such as Aspect or Five9
• Proven interpersonal skills, including the ability to partner and work effectively with others, such as business subject matter experts (SMEs), and other parties, in a matrixed environment
• Ability to present information, findings, and training to groups of various size including senior management teams
• Experience with capacity planning, forecasting, measurement, process improvement, and scheduling within a call center environment
• Excellent verbal, written, and interpersonal communication skills
• Ability to work effectively in a virtual team environment
• Experience with Jira
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to exercise independent judgment to identify and resolve problems
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Intermediate Microsoft Office skills
• Ability to follow policies, procedures, and regulations
• Knowledge and understanding of project management or process improvement strategies

Job Expectations:

• This position offers a hybrid work schedule
• Must be able to work listed hours
• Willingness to work on-site at one of the stated locations
• Ability to work additional hours as needed
• Willingness to adjust schedule based on business needs
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• This position is not eligible for Visa sponsorship
• Holiday hours may be assigned on an exception basis
• This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Position Locations:

• 4101 Wiseman Blvd, Bldg 205 - San Antonio, Texas 78251
• 2501 S Price Road - Chandler, Arizona 85286
• 11601 N Black Canyon Hwy – Phoenix, Arizona 85029
• 800 Jordan Creek Pkwy - West Des Moines, Iowa 50266
• 7711 Plantation Rd - Roanoke, VA 24019

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.