**About this role**:
Wells Fargo is seeking a APAC Complaints and Documentation Coordinator
**In this role, you will**:
Reporting into the APAC DF Operations Leader, this role will be primarily responsible for managing and overseeing complaints received from customers across the Distribution Finance businesses supported within the APAC regions, through partnership with the Enterprise Complaints Management Office (ECMO), Business Risk, Legal, Control and Subject Matter Experts, Managers, Leaders and Process Owners to mitigate risk, drive process improvements and ensure the Complaints policy expectations are met. This role will also be required to support the Australia New Zealand (ANZ) Deal Closing Team with the creation of customer documentation, ensuring accuracy and effective record retention. You will play a key role in the identification and implementation of process efficiency improvements within the ANZ Deal Closing Team.
- Accountable for the effective management of all complaints received, ensuring timeframes and other policy expectations are met, including leading complaints forum and other meetings including any audit requirements:
- This role analyses and solves a variety of operational, systems-related and/or customer transactional issues. Conducts business analysis and identifies opportunities to maximise operational efficiency, quality and compliance
- Create and maintain databases and management reports, interpreting data and identifying trends, make recommendations and presentations to key stakeholders
- Through close partnership with peers, Legal, Risk and Wholesale Customer Remediation team throughout the life cycle of the complaint, be accountable for all customer contact, written and verbal as needed
- Escalate identified issues impacting customers and/or risk matters. Complete process and root cause analysis as required.
- Draft and present communications, recommendations and presentations to team members, Managers and leaders
- Ensure all customer complaints are captured and managed effectively through the required systems
- Lead the effective management and document retention for Deal Closing Team (DCT) located in Australia, including but not limited to, ensuring all documents that are retained are accurately documented and stored as per policy. This will require liasion with the regional compliance and data management team
- Be responsible for ensuring all templates and documentation that is utilied by the DCT are accurate and up to date
- Work with the APAC governance team to ensure all issues identified are addressed and actioned appropriately together with support to complete any required QA testing
- Manage or lead projects that are identified to enhance process efficiency within the ANZ Deal Closing Team
- Oversight to ensure any training or enhancements to DCT procedures are implemented as per policy requirements
- Support the ANZ DCT with creation of customer documents, where required
**Required Qualifications**:
- At least 3 years' experience gained within a Financial Services business, including a minimum of 1 year in a customer facing role
- Experience at facilitating meetings with participants at various levels
- Excellent communication and interpersonal skills, with an ability to connect with all levels of team members within the business
- Experience researching and compiling data, with strong reporting skills
- Excellent numerical and analytical skills, with an ability to analyse data and provide meaningful insights
- Demonstrated ability to work under pressure, within tight timelines, with mínimal supervision
- Accountable, taking ownership through to resolution
- Be an advocate of change
- Be proactive with a high degree of flexibility
- Ability to effectively manage multiple tasks, with varying degree of complexity
- High level of knowledge and understanding of Distribution Finance business and operating model
- Experience of working in global company
- Fluent in English, both written and verbal
**Job Expectations**:
**We Value Diversity**
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.