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Analytic Consultant 4 (Validation and Quality Assurance Analyst)

Wells Fargo | Denver CO 80299 USA | Full Time | Posted: 11/12/2019

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Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to 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 want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions:  Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.

The Enterprise Complaints Data/Analytics & Reporting (CDAR) department within the ECMO is comprised of a group of analytically skilled professionals tasked with the goal of analyzing data around customer interactions for the purpose of identifying opportunities and developing analytical models to improve the customer experience.

The Analytic Consultant in this role will support validation on specific reports as well as support of overall quality assurance efforts (ex: BRDs, documentation) in both the Internal and the External Complaints Reporting teams within CDAR. This analyst will support time-sensitive requests for validation in a fast paced customer complaint reporting environment. The work is tied to critical high profile and/or high-risk parties (legal, regulators, investors, rating agencies, executives) as well as support of internal business partners. This role will be focused on the interpretation, fulfillment, and validation of requests for complaint data, development of reports, key trends, themes, and identification of insights, as well as the presentation of work to senior leadership for approval.  Monitoring, tracking, and documentation of overall quality assurance compliance within the teams will be a key deliverable. 

An ideal candidate will have ALL of the following:

  1. Requisite modern and high-level technical skills to query and analyze customer complaint data (ex: strong SQL, SAS)
  2. Analytic skillset far beyond extracting, transforming and loading data, including attention to detail, ability to think and test ideas independently, and ability to identify and summarize insights
  3. Extremely organized and proficient with documentation and tracking tools
  4. Strong communication and consultative skills to collaborate with peer analysts and to answer questions and present to leadership, including PowerPoint development and delivery in a polished, professional manner

Responsibilities include:

  • Checking/confirming/validating coding and reporting work done by other analysts
  • Become a trusted SME in CDAR quality assurance guidelines and processes, as well as compliance and audit policies.
  • Help the team meet commitments to external regulators, investors, rating agencies and internal as well as external legal counsel by supporting validation needs in fast paced reporting and adhoc requests related to customer complaint data, analysis, and remediation reporting.
  • Provide thought leadership to interpret requests and develop alternative methodologies, translating those requests into technical requirements for complex customer complaint and operational data.
  • Query disparate databases via SQL/SAS to identify complaints tied to data requirements.
  • Work with business partners to gain an understanding of how various operational Wells Fargo systems interact with complaints data. Query databases to tie customer complaints to this operational data.
  • Manually reading and reviewing complaints to check accuracy of reporting logic and to overlay key complaint examples with summary statistics.
  • Ability to develop, maintain, or test automated reports and dashboards as needed to support common types of requests.
  • Profiling data to identify outliers, quality issues, and inaccurate data.
  • Support a culture of credible challenge and risk management.
  • Interact in a professional, concise manner with Wells Fargo leadership to review requirements, methodology, and results of external requests for complaints data.
  • Ensure adherence to Wells Fargo data management/information security regulations and policies.
  • Create analytical documentation that is both easy to follow and meets internal CDAR as well as compliance/audit requirements

NOTE: This posting is not for a database administrator and is not for a systems architect.

Locations: Charlotte, NC is strongly preferred, but Denver, Chandler, Minneapolis, Des Moines, San Antonio will also be considered.

Required Qualifications

  • 6+ years of experience in one or a combination of the following: reporting, analytics, or modeling; or a Masters degree or higher in a quantitative field such as applied math, statistics, engineering, physics, accounting, finance, economics, econometrics, computer sciences, or business/social and behavioral sciences with a quantitative emphasis and 4+ years of experience in one or a combination of the following: reporting, analytics, or modeling
  • 4+ years of SAS experience
  • 4+ years of SQL experience

Desired Qualifications

  • Extensive knowledge and understanding of research and analysis
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written, and interpersonal communication skills
  • 2+ years of Tableau experience
  • Ability to translate complex technical needs into straightforward requests for information and collaboration, working with a wide range of people
  • Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
  • Ability to work independently
  • Ability to quickly learn business operations and processes
  • Ability to work cohesively and collaborate with analytic functions throughout the organization
  • Experience reviewing complaints and complaints data

Other Desired Qualifications
  • Prior experience with audit or compliance in an analytical/coding capacity (intermediate to advanced SQL)
  • Prior experience with Wells Fargo Audit Services (WFAS)
  • Experience developing and maintaining documentation related to quality assurance, compliance, or audits collaboration, working with a wide range of SMEs, stakeholders, and lines of business.
  • Applied text analytics or natural language processing (NLP) experience
  • Ability to work across a matrixed organization, communicate effectively, and support a large number of fellow analysts with a positive, friendly approach

Job Expectations

  • Ability to travel up to 25% of the time


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.

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Location Denver, CO, 80299, United States
Categories Information Technology

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Job Code 5516832-2

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