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Self Assurance Consultant - Contact Center Business Assurance Support

Company: Wells Fargo Bank
Location: Saint Paul
Posted on: October 18, 2020

Job Description:

Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Consumer and Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish. The Business Assurance Support Team serves as the Contact Center's primary point of contact for risk management activities, including supporting Self-Assurance Activities (SAAs) that ensure controls within business processes are operating as intended and when not, working with business partners to determine appropriate resolution. There are two (2) positions available on the Contact Center Business Assurance Support Team. The Business Support Consultant will partner extensively with LOB leadership, process owners, process SMEs, control owners, and operational risk/control/compliance to ensure all program and policy requirements are met and operating effectiveness of controls is identified through Self-Assurance testing. The Business Support Consultant will identify controls, design Self-Assurance Activities and perform tests of controls to arrive at conclusions on whether the control is operating as intended or not. These tests will help process owners understand effectiveness of controls to mitigate risks associated with the process. The primary responsibilities for this role may include but are not limited to: * Participate in mapping of business processes and influence the quality of documentation related to risk and controls to prevent downstream impact to effective Self-Assurance Activity design. * Partner with control / process owners and other partners to design Self-Assurance Activities around business controls. Ensure design can withstand scrutiny from external audits and reviews. * Execute tests of controls to identify exceptions, error rates, and testing conclusions to include effectiveness. Document tests results and provide to peer teams who will raise control Issues for remediation. * Participate in discussions on how to improve control weaknesses and design based on knowledge gathered from design and tests. * Perform quality reviews of risk and control information to ensure adequate information is in place to develop an effective assurance activity around the control and escalate recommendations for quality enhancements when problems are identified. * Drive maturity updates to the Contact Center Self-Assurance Activity methodology and lifecycle through a mindset of continuous improvement. Partner with Business Group and Enterprise Control to drive updates to Self-Assurance Activity policies and procedures. * Recommend and drive towards automated solutions whenever possible in design and execution. * Train other team members on approach to Design and Testing Please note: based on experience, other locations within the CSBBO footprint may be considered. Required Qualifications * 8+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services demonstrated through work or military experience * 2+ years of risk and regulatory compliance experience * 3+ years of compliance and controls testing experience Desired Qualifications * 3+ years of audit experience * 1+ year of experience with Governance, Risk, and Compliance (GRC) concepts * Ability to articulate complex concepts in a clear manner * Strong analytical skills with high attention to detail and accuracy * Excellent verbal, written, and interpersonal communication skills * Ability to be flexible and adjust plans quickly to meet changing business needs * Ability to think creatively to find innovative solutions to complex analytical questions * Experience navigating through ambiguity * Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment * Ability to work and influence succ

Keywords: Wells Fargo Bank, St. Paul , Self Assurance Consultant - Contact Center Business Assurance Support, Other , Saint Paul, Minnesota

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