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Wells Fargo is building a new division to oversee the bank’s relationship with consumers — everything from providing product pricing advice to analyzing reporting data.
The office of consumer affairs will be headed by Michael Lipsitz, a lawyer who joined the $1.9 trillion bank from Santander last year and served as Wells Fargo’s chief operating officer. Chief Regulatory and Policy Affairs Officer.
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Reporting to CEO Scott Powell, Lipsitz will lead a small team of senior bankers tasked with ensuring that the views of consumers are included in decision making. The company’s operations will focus on two customer-facing business units: consumer lending and consumer and small business banking.
Powell oversaw enforcement of the Wells Fargo scandal. The new office is part of the bank’s efforts to strengthen its risk and asset management, he said in an interview on Tuesday.
“It’s another part of our evolution as we continue to build a customer culture,” Powell said. “It’s going to be a slow journey, many years.”
Powell is a former director of Santander in the United States, and one of his priorities is to solve many of the problems of the Spanish lender. Shortly after joining Wells Fargo in December 2019, Powell hired Michael Cleary, another ex-Santander executive, to head up marketing practices and oversight.
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Powell and Cleary are among several executives hired by CEO Charlie Scharf to improve regulatory compliance following a scandal that found employees opening restaurants that customers didn’t want or need. account to achieve marketing objectives. The new group, led by Lipsitz, will take a broader look at how banks interact with consumers.
For example, Powell said, one of the company’s responsibilities is to ensure that product order, conditions and pricing are fair and transparent.
Staff at the new agency will also analyze reporting data to help identify trends and outcomes. According to the bank, they will provide advice and policies and training for employees to interact with customers, including the elderly and disabled.
Scharf, who took over as Wells Fargo CEO in October 2019, said meeting the legal requirements is the company’s top priority. Last week, Wells Fargo continued to move forward, announcing that it had been kicked out of a five-year enforcement action related to its anti-money laundering controls.
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Wells Fargo still operates under 10 public enforcement actions, including the high-cost asset cap imposed by the Federal Reserve in 2018.
The bank is scheduled to report fourth-quarter results on Friday. It will be the first time Wells reports on the results of the five operating divisions established by Scharf as part of last year’s restructuring. Small Business Bank (CSBB) Mary Mack announced the organization and leadership of its organization today. Tell Mike:
“Last fall, we welcomed Sandra Nudelman and Amanda Wiltshire-Craine, and this summer, we welcome Hilani Kerr and Shaun McDougall from outside Wells Fargo to CSBB leadership,” Mack said. “They support the strong leaders I have in Ed Kadletz, David Kowach, Bill Senhauser, CJ Tolkin, Steve Troutner and Jonathan Velline, who are leading many of the change efforts at CSBB. Also, Kathy Barney (Eligible Promotions of Kathy). Barney and Michelle Lee and recently David Miree strengthen our security and enable us to continue to serve our customers and enhance their experience Continue,” said Mike.
This system is designed to focus on customers and their needs, improve the customer experience through simple products and new digital capabilities, improve the skills and performance of employees, and increase efficiency, while establishing a strong foundation in management. .
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Mack said, “As a strong company, we recognize the tremendous opportunity we have to individually and collectively focus on affluent small businesses, branch banks and diverse customer areas to bring value to needs for the customers we serve,” Mack said. “David Kowach’s past experience as CEO of Wells Fargo Advisors and most recently as Head of the Banking Branch has positioned us well to promote affluent and affluent products and value propositions. In addition to that, David Miree’s long experience as the President of the Regional Government and now. to focus on bringing new things, products and services to the market for our different customer base designed to bring opportunities to the customers Combined with executive leadership led by Steve Troutner’s small business outreach efforts, and branch leadership led by Michelle Lee, Kathy Barney and Shaun McDougall, our new organizational structure helps Wells Fargo continue to do so. to improve the customer experience and grow the business of the business.
“To focus more on our core customers, Hilani Kerr will work with all executives to define our organization’s priorities and strategic plans, while Sandra Nudelman will create a seamless customer experience across products and channels, and build the next generation of digital, Data. In addition, we have seen Amanda Wiltshire-Craine make significant progress in improving operational efficiency and improving the customer service experience,” said Mack.
Wells Fargo & Company (NYSE: WFC), a financial services company with approximately $1.9 trillion in assets, proudly serves one-third of US households and more than 10 percent of US mid-market companies and small businesses that provide services. We offer a diverse range of banking, investment and delivery products and services, and