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Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website .
Market Job Description
About the Department
Monitors and Evaluates cases (claims team) and calls (Detection) received by team members. Provides feedback on evaluated monitors.
About the Role
Monitors and evaluates the transactions processed by analysts based on the appropriate regulations, line of business policies and procedures, and scoring guidelines to mitigate potential risk to Wells Fargo and its customers. The role also entails documentation of quality issues and performance measures for management review. The Quality Monitor provides information and assists in the feedback and formal education process of other employees and may act as a subject matter expert.
Evaluate transactions for any risks and compliance issues
Responsible in documenting quality and performance issues/measures
Responsible in providing information and feedback to be used in the formal education process of individuals on the phone
May act as a subject matter expert
May generate reports and summarize results
Market Skills and Certifications
Completed at least 2nd year in college (Bachelor's Degree course) or finished 2-3 year Associate Degree course
3+ years' experience with customer contact in financial services environment, to include 1+ year monitoring experience in a call center environment
Excellent verbal, written, and interpersonal communication skills
Ability to work independently with limited direction and strives to exceed department/individual goals.
Will be working in a decentralized environment and is able to handle multiple tasks in short timeframe.
Ability to provide coaching and feedback to other team members or their supervisors. Knowledge about department products, processes, procedures and regulatory requirements.
Basic knowledge and understanding of bank regulations/compliance, policies, process and procedures.
Preferably with experience handling Fraud inbound
Preferably with experience on NICE recording tool
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.