Telephony Call Routing Consultant-Business Execution Consultant

About This Role

Wells Fargo is seeking a Telephony Call Routing Consultant-Business Execution Consultant to be part of our Global Operations team

The Telephony Call Routing Consultant-Business Execution Consultant role will be responsible for working independently to analyze current operational needs around Telephony Solutions across Home Lending, Auto, and Unsecured Lending (ULO) lines of businesses.

Learn more about the career areas and lines of business at wellsfargojobs.com.

In This Role, You Will

• Collaborate with line of business partners and key decision makers to share analysis through specialized expertise and present the best possible solution to address the business needs. Manage conversations and leverage knowledge of the call routing platform to drive toward a solution.
• Collaborate with line of business and technology partners to plan the implementation of a change. Collaborates with strategy teams to formulate a test plan and test cases. Act as the subject matter expert for complex call routing concepts and monitor key success indicators. Mitigate risk throughout implementation by conducting post implementation testing. Monitor and document the performance and success of change with the focus of reducing risks while providing a quality product to internal and external customers.
• Leverage expertise in complex call routing scenarios and line of business functions to gain a full understanding of the presented problem and create requirements that meet line of business needs.
• Adapt communications for a variety of audiences. Leverage multiple communication methods through consultation with the line of business and in presenting requirements to technology partners. Provide support through various communication channels between the line of business and technology teams. Effectively communicate change to key stakeholders and business partners throughout Analysis, Development, and Implementation process.
• Apply subject matter expertise to provide support in troubleshooting complex call routing issues. Independently manage reported issues and collaborate with business partners for resolution. Effectively resolve reported issues through research and testing.
  
  

Required Qualifications:

• 2 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  
  

Desired Qualifications:

• Excellent verbal, written and interpersonal communication skills
• Proven experience with Inbound Call Routing and Telephony systems
• Previous Contact Center operations experience
• Previous Consumer Operations experience which may include - Home Lending, Auto and/or Unsecured Lending Operations (Credit Cards)
• Demonstrated flexibility in adjusting to changing business needs and timelines while maintaining a high level of performance and focus.
• Ability to grasp complex business issues quickly, recommend solutions, and drive resolution
• Ability to work collaboratively across the organization, including with functional partners
• Highly organized and detail-oriented, with the proven ability to handle multiple projects simultaneously, and prioritize effectively
• Experience with Five9 Contact Center Telephony system
• Technical Skills: Aspect, Genesys, Avaya, CIV, and/or Five9
  
  

Job Expectations:

• Ability to provide overnight and weekend testing support as needed.
• Ability to travel up to 10%
• This position offers a hybrid work schedule.
• 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.
• Relocation assistance is Not available for this position.
  
  

Posting Locations:

• 4101 Wiseman Blvd. - San Antonio, TX
• 2700 S. Price Rd. - Chandler, AZ
• 2501 S. Price Rd. - Chandler, AZ
• 11601 N. Black Canyon Hwy. - Phoenix, AZ
• 2200 Concord Pike - Wilmington, DE
• 600 S. 4th Street - Minneapolis, MN
• 11625 N. Community House Rd., Charlotte, NC
• 800 S Jordan Creek Pkwy - West Des Moines IA
  
  

Position is Not eligible for Visa Sponsorship

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$77,000.00 - $133,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement
  
  

Posting End Date:

14 Aug 2025

• Job posting may come down early due to volume of applicants.
  
  

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Applicants With Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment And Hiring Requirements

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
  
  

Reference Number

R-477008-5