Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 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
Job Description: Responsible for supporting Domestic and International Correspondent Bank Customers who utilize our Global Payments Services. Research and resolve Wire Transfer inquiries in Foreign Currency and US dollar payments for internal/external clients. Analyze and resolve inquiries, which may result in processing a payment or making an adjustment through various systems. Troubleshoot questions and escalations received via our email box. Maintain or exceed the quality standard while meeting/exceeding the production standards set forth by management. Responds to/and researches and resolves escalated inquiries and complaints requiring special handling. Determines if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities. Recommend standards, policies, and/or procedures to correct deficiencies. Ensures identified risks and/or problems are clearly documented. Identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results.
Duties include but not limited to:
Act in the capacity of verifier for all entries within the Pega Smart System verify queues for payments and authenticated messages in line with departmental procedures.
Identify potential risk and communicate to Research/Remediation Representative and Manager once discovered.
Perform quality checks, identify trends with complaints, make recommendations for reduction and provide feedback to manager on findings noted.
Highlight gaps in training and performance when observed and suggestions for improvement.
Review email responses sent by team members from shared email boxes for accuracy/compliance and provide feedback when necessary. Identify error trends and create reporting to share with Management
Provide research and response to highly visible and/or complex complaint requests. Strong ability to communicate in writing to Senior Leaders.
Be flexible to provide support to International, Domestic, and Complaints areas
Proven Subject Matter Expert in Wire Transfers including FED, CHIPS and SWIFT payment formats. In-depth working knowledge of OFAC (Offices of Foreign Asset Control) and AML (Anti Money Laundering) guidelines. Familiarity with IFSA (International Financial Services Association) guidelines.
Market Skills and Certifications
4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance.
Intermediate Microsoft Office Skills
Ability to Navigate Between Multiple Computer Skills
Excellent verbal written and interpersonal skills
2+ years of wire payments or transfers experience DQO0001162
Knowledge and understanding of wire or FX investigations DQO0007287
Experience leading a fast paced, demanding, and deadline driven production environment DQO0010969
Strong analytical skills with high attention to detail and accuracy DQO0007352
2+ years Pega Experience DQO0008305
Knowledge and understanding of report creation: ad hoc reports in an operational environment DQO0006592
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.
Internal Number: 53475BR
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo