Lead Operations Processor at Wells Fargo | The Muse (2024)

The Lead Operations Processor will be responsible for any of the Primary Job Functions, namely: Late Return Claims, Work Assigning/Case Creation, LOIs, Trace Fraud Filter, ACH Returns, ACH Research, Legal Order Queries, Escalations/Complaints, Phone Enquiries, Perfect Receivables, GL, WSUD Requests, Contests, Returns/Fraud Filter Secondary Reviews

Duties will include:

• Research and respond to inquiries and investigations from internal and external customers in a timely manner
• Prepare and maintain a record of all inquiries and investigations
• Investigate and research more complex data and problems by gathering and analyzing appropriate information
• Partner with appropriate resources to seek out solutions to problems
• Research and resolve problems within established department timeframes
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion
• Communicate resolution to the appropriate party in a timely manner
• Communicate with other departments, managers or vendors to resolve customer issues across locations (US, HK and global representative office)
• Takes incoming customer calls

Team lead responsibilities include providing assistance to less experienced team members and Level 3s; Act as a Subject Matter Expert, Cascade new processes/handling, mentoring on exception handling, providing domain process training to new team members (Designated Trainer), providing training feedback, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced team members.
90% Input / Verification of ACH Transactions; 10% Reports (Daily status reporting, Error marking) and other reports assigned by manager
Sound knowledge of Funds Transfer / SWIFT payments a must

Required Qualifications:

• 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Bachelor's degree holder, preferable business course
• >6 years experience in banking operations (Commercial Banking or CIB)
• Experience in ACH / Payment processing. Knowledge in any of the following: Funds Transfer, SWIFT, Federal Reserve Wire Transfer Payments, Foreign Exchange Payments a must
• Excellent verbal, written, and interpersonal communication
• Ability to research problems, analyze data, escalate, or recommend potential solutions
• Ability to coordinate completion of multiple tasks and meet established service level agreements
• Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Good PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Strong data entry and attention to detail skills
• Ability to interact with all levels of an organization Solid problem solving skills
• Ability to perform repetitious tasks
• Ability to effectively listen and elicit information
• Ability to handle incoming customer calls
• Able to perform shift work (Night Shifts with login post 6:30 pm IST) and report on IN public holidays if fall on Mondays to Fridays including Christmas and New Year's eve
• In scope - 10 day Required Absence Policy due to Sensitive Position

Posting End Date:

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

Candidates applying to job openings posted in US: 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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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

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