Call Center Planning Analyst 2 (Wells Fargo Home Equity / Home Equity Portfolio Management Operation

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind. It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization. The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk. Join the #1 Home Equity originator (Source: Company sources; Based on new commitments) Our Default/Performing Servicing team strives to help our customers achieve, maintain and sustain homeownership by advancing responsible servicing practices, focusing on the customer and striving for operational excellence. The Call Center Planning Analyst 2 supports call center forecasting and capacity planning, team member scheduling, implements inbound and outbound dialing campaigns, and assists with trouble shooting and/or resolving technology related issues within the Home Equity Command Center Team. The command center currently supports 5am-8pm EST (7am-10pm CST) Monday-Friday, and 6am-4pm PST (8am-6pm CST) on Saturday and Sunday. Successful candidate must be willing to work shifts within operational hours. Responsibilities may include: Providing summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments. Monitors and manages staffing levels based on hourly forecasting and other analysis performed. Negotiates and redesigns schedules in the workforce management system to meet division performance and productivity requirements. Works directly with site leadership teams. Coordinate medium scope projects or parts of an enterprise-wide project. Performs additional duties including: writing data queries, performing data mining, facilitating project work, staffing and call volume modeling. Required Qualifications: 4+ years of call center planning and analysis experience 2+ years of statistical modeling experience Desired Qualifications: Extensive knowledge and understanding of operations support areas such as scheduling, staffing, planning, and administration Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills Strong analytical skills with high attention to detail and accuracy Excellent verbal, written, and interpersonal communication skills Effective organizational, multi tasking, and prioritizing skills Ability to work in a fast-paced deadline driven environment Ability to interact with all levels of an organization Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment Experience resolving and working through escalated and complex customer issues Ability to work effectively in structured but flexible, adaptable and changing, call center environment 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. Willingness to work on-site at stated location on the job opening Ability to work nights, weekends, and/or holidays as needed or scheduled Job Expectations: This position requires compliance with all mortgage regulatory requirement

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