Ombudsman

About the Company

Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets, proudly serves one in three U.S. households and more than 10% of all middle-market companies in the U.S. and has offices in 32 countries and territories. We provide banking, investment and mortgage products and services, as well as consumer and commercial finance. At Wells Fargo, we are committed to our customers’ financial health and success.

Job Description

We are seeking a highly skilled and impartial Ombudsman to join our team in Anchorage, AK. In this critical role, you will act as an independent and objective resource for customers and stakeholders, investigating complex complaints and concerns, facilitating fair resolutions, and providing recommendations for systemic improvements. The Ombudsman plays a pivotal role in upholding Wells Fargo’s commitment to ethical conduct, transparency, and outstanding customer satisfaction. This position requires exceptional communication, mediation, and analytical skills to navigate sensitive situations and foster trust.

Key Responsibilities

• Independently investigate and resolve complex customer and stakeholder complaints, ensuring fair, equitable, and timely outcomes.
• Conduct thorough reviews of cases, gather relevant information, interview involved parties, and meticulously analyze documentation.
• Mediate disputes and facilitate constructive dialogue between parties to reach mutually agreeable solutions while adhering to company policies and regulatory guidelines.
• Identify systemic issues, emerging trends, and root causes of complaints, providing insightful recommendations for policy, procedure, or process improvements to senior management.
• Prepare detailed, objective reports on investigations, findings, and recommendations for relevant internal committees and stakeholders.
• Maintain strict confidentiality and impartiality throughout all interactions and investigations, safeguarding sensitive information.
• Educate customers and employees on dispute resolution processes, relevant company policies, and avenues for redress.
• Collaborate effectively with legal, compliance, risk, and other internal departments to ensure adherence to regulatory requirements and industry best practices.

Required Skills

• Excellent written and verbal communication skills, including the ability to articulate complex issues clearly and concisely.
• Strong analytical and problem-solving abilities with a meticulous attention to detail.
• Proven expertise in mediation, negotiation, and conflict resolution techniques.
• Demonstrated ability to maintain strict impartiality, objectivity, and confidentiality.
• High ethical standards and an unwavering commitment to integrity.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong organizational skills and the capacity to manage a diverse and demanding caseload independently.
• Minimum of 5 years of experience in a compliance, customer relations, legal, or dispute resolution role.

Preferred Qualifications

• Certification in Mediation or Alternative Dispute Resolution (ADR).
• Direct experience in the financial services or banking industry.
• In-depth knowledge of relevant regulatory frameworks and consumer protection laws.
• Master's degree in a related field such as Law, Public Administration, Business Administration, or a relevant social science.

Perks & Benefits

• Comprehensive health, dental, and vision insurance for employees and their families.
• Generous 401(k) retirement plan with competitive company matching contributions.
• Paid time off, including vacation, sick leave, and company-recognized holidays.
• Extensive professional development and continuous training opportunities.
• Robust Employee Assistance Program (EAP) offering counseling and support services.
• Exclusive discounts on various banking products and financial services.
• Employee wellness programs and initiatives promoting a healthy lifestyle.

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