Job Description :
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
Performs a variety of operational tasks for highly complex securities or cash related transactions or processes that require expert knowledge of unit functions and systems. Duties may include: differentiating, processing, and reconciling transactions and performing a variety of balancing tasks Able to handle critical production or escalation issues Act as liaison to other internal departments, including technology groups and external sources Provides department level reporting using multiple sources May create and/or maintain databases May define user requirements and contribute to production and workflow improvements and create or revise departmental procedures Provides training or work direction for staff Provides back-up for numerous department functions May lead and/or participate in department projects May address compliance and corporate governance issues for the department May have extensive customer contact Works under minimal supervision with some degree of independence.
Market Skills and Certifications
Minimum educational qualification
Completed at least 2 years of tertiary education
BS or BA degree or equivalent working experience
Certifications (if applicable)
FINRA Licenses, preferred
Relevant Work Experience
4-6 years of working experience in the BPO/Contact Center industry - service desk functions, inbound call queues, client-facing roles.
Experience as Subject Matter Expert is an advantage.
Preferred background in any of the following areas of Securities Operations or related functions within a Bank or Brokerage Firm -
- Client Onboarding - KYC, Account Opening, Account Maintenance, Estate Operations
- Business Control
s - Document Reviews, Approver Functions
- Asset Movement - Account Transfers, Cash Movement
- Special Products - Annuities, Mutual Funds, Advisory Programs, IRA
- Reporting - Tax, Cost Basis, Statement Audits, Valuation, Corporate Actions
External - retail brokerage customers of Wells Fargo Advisors
External - contra brokerage firms and insurance companies
Internal - Financial Advisors, Client Relationship Managers supporting Wells Fargo Advisors
Internal - Wells Fargo Bank representatives
VOICE SUPPORT (Inbound):
Specific to area of support, this role is expected to:
- Educate callers on policies and procedures.
- Provide callers with walkthrough and navigation in using systems and tools to submit service requests.
- Provide updates, next steps and follow up on open transactions and service requests.
- Liaise between callers and appropriate departments to solution on issues and concerns.
- Execute solutions and changes where it's allowed.
VOICE SUPPORT (Outbound)
Specific to area of support, this role is expected to initiate outbound calls to appropriate parties to:
- seek clarification and follow up on open transactions.
- provide solutions on issues and concerns.
Specific to area of support, this role is expected to:
- Review and disposition (approve or reject) service requests submitted by both internal and external customers.
- Input required changes and updates in various systems of records as instructed.
Specific to area of support, this role is expected to evaluate and escalate callers concerns accordingly.
Excellent problem solving, analytical and technical skills with ability to apply critical judgment and come up with effective decisions.
Strong verbal and written communication skills and proficiency for detailed documentation with ability to validate work.
High proficiency with MS Programs.
Ability to adapt to a fast paced environment and perform under pressure with a high motivation and able to meet stringent deadlines with strong sense of urgency and results and detail orientation.
Ability to plan, prioritize and execute a body of work with minimal supervision.
Exceptional research, data entry and exception handling skills.
Flexibility to work in night shifts, or weekends/holidays if deemed necessary by the business.
Possess an impeccable reputation for integrity, accuracy, consistency and business acumen.
Highly analytical and keen to details
Familiarity with banking and brokerage documents.
Ability and experience to interact with US Customers
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate. 69525