Implementation Consultant 3 (Reporting)

Company Name:
Wells Fargo
Position Type:
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Wells Fargo Customer Connection (WFCC) is a multi-channel contact center organization that serves a diverse customer base. Whether our customers connect with us by phone, e-mail or in writing regarding their personal, online, small business, home equity, or credit card accounts, WFCC is positioned to serve all of their financial needs supporting One Wells Fargo.
The Executive Services & Communications group within Wells Fargo Customer Connection (WFCC) is currently seeking a dynamic individual to support the Customer Correspondence and Agency Referred Complaints (ARC) teams as an Implementation Consultant 3. This high profile position will be responsible for all business analysis, process improvements, and project management for the WFCC Customer Correspondence and ARC teams.
Roles and responsibilities will include but are not limited to the following:
- Design, create and generate daily, weekly & monthly reports
- Analyze trends in customer correspondence and create KPI dashboards to be used by and presented to managers, senior leaders, and business partners
- Ad-hoc reporting of productivity, performance, and quality at the Team Member, Team, and Division level
- Business process and workflow mapping
- Document business requirements (PDD s & BRD s) for Universal Workstation
- Conduct UAT testing and work with Technology teams on issues
- Create UAT test scripts
- Create Executive level business case and PowerPoint presentations
Please note: This role is for the posted location only. A qualified candidate will need to meet all of the basic and minimum qualifications.
Basic Qualifications
2+ years experience in implementation with an additional 3+ years experience in project management or implementation.
Minimum Qualifications
Advanced working knowledge of Microsoft Excel &Access
Ability to create business process workflows and translate them to system enhancement recommendations and solutions
Proven ability to work in a deadline driven environment while maintaining attention to detail
Preferred Skills
Familiarity with Enterprise Complaints Management Initiative and general understanding of consumer regulations
Ability to write Business Requirement Documents and Project Definition Documents (BRD s & PDD s)
Experience creating PowerPoint presentations for a senior level audience
Working knowledge of Universal Workstation and PAC2000
Understanding of Business Continuity Planning (BCP)
Experience working in a virtual environment
Working knowledge of PowerPoint

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