Senior Operations Processor | Military Boots to Banking - Veteran Initiative

Wells Fargo Bank•Des Moines, IA

5d•Hybrid

About The Position

Wells Fargo is seeking multiple Senior Operations Processors to support Equipment Finance and Vendor Finance functions within Lending Servicing Operations as part of Wholesale Operations. Lending Servicing Operations focuses on loan servicing, data management, account maintenance, customer care, and collections. In this role, you will apply technical expertise to support account servicing activities, process service requests, and resolve escalated customer and account-related issues. You will collaborate and consult with business partners, leaders, and staff to address servicing needs, resolve issues, and achieve business objectives. Additionally, you will identify opportunities to improve processes, operational efficiency, and customer experience, providing recommendations for implementation. You will interpret and apply policies, procedures, operational guidelines, and compliance requirements to ensure accurate service delivery and operational excellence. You will process and resolve financial and non-financial service requests, ensuring accuracy, quality, and timely completion of account maintenance activities. You will provide guidance and subject matter expertise on servicing processes, policies, procedures, and operational requirements. You will receive direction from leaders while exercising independent judgment to prioritize work, resolve customer and account issues, and support day-to-day account servicing activities in accordance with policies, procedures, and compliance requirements. You will research, analyze, and resolve customer inquiries, account issues, and escalations by identifying root causes and implementing effective solutions. You will support complex servicing activities that contribute to service quality, team effectiveness, and business performance.

Requirements

2+ years of operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Military experience researching and assessing questions, process, and procedures to make recommendations on solutions
Military experience with tracking information in multiple computer systems with high level of accuracy
Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
US Military Service in the US Army, US Marine Corps, US Navy, US Air Force, US Space Force
Accounting, accounts receivable, accounts payable, payment processing, or related financial operations experience
Ability to interpret and apply policies, procedures, and operational guidelines while providing accurate guidance to customers and staff
Ability to manage competing priorities, maintain ownership of assigned work, and perform effectively in a fast-paced, high-volume production environment
Demonstrated customer service and customer contact experience, including inbound calls, outbound calls, and email communications, with the ability to identify customer needs, resolve inquiries, de-escalate concerns, and deliver a positive customer experience
Demonstrated ability to consistently meet productivity, quality, service, and attendance expectations in a metric-driven environment
Experience in lending, leasing, equipment finance, legal operations, or other complex financial servicing environments
Experience interpreting statutes, legal documents, contracts, or other regulated documentation
Experience managing a pipeline of service requests, account maintenance activities, or other customer servicing work from assignment through completion while meeting established service levels and deadlines
Experience performing accurate data entry, record maintenance, and account updates with strong attention to detail
Knowledge of account structures, account maintenance activities, and servicing processes
Proven ability to collaborate effectively across teams and contribute to shared goals
Strong analytical and problem-solving skills with the ability to identify trends, research issues, determine root causes, and recommend effective solutions and process improvements
Strong organizational, prioritization, multitasking, and time management skills with a commitment to accuracy, quality, and timely completion of work
Strong verbal, written, and interpersonal communication skills with the ability to effectively communicate with customers, staff, and leadership
Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint) skills and the ability to efficiently navigate multiple systems, applications, and tools simultaneously
Experience using commercial lending, equipment finance, leasing, servicing, or other financial services platforms such as InfoLease, Internal Servicing Module (ISM), Lease Connect, SIEBEL Service, or similar systems

Responsibilities

Apply technical expertise to support account servicing activities, process service requests, and resolve escalated customer and account-related issues
Collaborate and consult with business partners, leaders, and staff to address servicing needs, resolve issues, and achieve business objectives
Identify opportunities to improve processes, operational efficiency, customer experience, and provide recommendations for implementation
Interpret and apply policies, procedures, operational guidelines, and compliance requirements to ensure accurate service delivery and operational excellence
Process and resolve financial and non-financial service requests, ensuring accuracy, quality, and timely completion of account maintenance activities
Provide guidance and subject matter expertise on servicing processes, policies, procedures, and operational requirements
Receive direction from leaders while exercising independent judgment to prioritize work, resolve customer and account issues, and support day-to-day account servicing activities in accordance with policies, procedures, and compliance requirements
Research, analyze, and resolve customer inquiries, account issues, and escalations by identifying root causes and implementing effective solutions
Support complex servicing activities that contribute to service quality, team effectiveness, and business performance