Senior Operations Specialist - Support Specialist| Military Boots to Banking - Veteran Initiative

Wells Fargo Bank • Des Moines, IA

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Operations Specialist within Commercial Banking Operations group as part of Wholesale Operations. The Senior Operations Specialist – Support Specialist plays a key role in supporting customer care and operational excellence initiatives across the organization. This position is responsible for coordinating mass customer communications, maintaining procedures, job aids, and documentation standards, and ensuring operational processes remain accurate, compliant, and effective. The role supports quality monitoring programs, new hire and ongoing job-specific training, survey administration, SharePoint content management, and customer care issue reporting and monitoring. Additionally, the Senior Operations Specialist leads or supports projects through planning, execution, and implementation, while performing control-related activities, documentation reviews, and compliance monitoring to mitigate risk and ensure adherence to regulatory and organizational requirements. Through partnership with business leaders and customer care teams, this role helps drive process consistency, operational efficiency, and a positive customer experience.

Requirements

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

Nice To Haves

• 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 US Army, US Marine Corps, US Navy, US Air Force, US Coast Guard, US Space Force
• Commercial Banking Operations experience
• Experience or knowledge with one of a combination of the following systems: AFS, Loan IQ, Blast, GSS, ISM, InfoLease, Lease Connect, Siebel, ServiceNow, My Accounts, COMS, AIMS
• Learning development, design, and delivery skills
• Project management and/or research skills
• Ability to assess current processes/procedures and make recommendations for efficiency
• Ability to develop operational reporting and perform data analysis
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Knowledge and understanding of Tableau or Power BI

Responsibilities

• Partner with group managers to design and implement strategic data to meet group or company goals
• Perform complex statistical analysis and applies analysis to initiatives that support business strategies
• Process broad based technical and business knowledge to anticipate emerging issues
• Recommend subsequent strategies and business directions
• Manage or participate on large cross group projects
• Make decisions on matters with some financial impact and risk
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• Develop, maintain, and certify procedures and job aids to ensure accuracy, consistency, and adherence to organizational standards.
• Oversee SharePoint site governance, ensuring ongoing compliance with established guidelines, documentation standards, and best practices
• Coordinate and support mass external customer communications
• Lead or provide key support for assigned projects, contributing to planning, execution, and successful delivery of project objectives.
• Execute control-related activities, including monitoring, documentation, and compliance checks to support operational effectiveness and risk mitigation.
• Cross train and support additional duties amongst the team such as training, event escalation and survey coordinator, monthly reporting activities and project engagement

Benefits

• Equal opportunity employer
• Focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture
• Accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance)
• Proactive monitoring, governance, risk identification and escalation
• Sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed