Charlotte, North Carolina

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

Consumer and Small Business Banking (CSBB) is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The CSBB organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers. We want to build a strong value proposition for key consumer and small business segments by identifying gaps and opportunities and building capabilities to transform how we engage customers and deliver advice.

CSBB Control serves as the front line of risk management and is accountable for assessing and effectively managing all associated risks for their groups. This team works to ensure internal controls, processes, and procedures are adequate and effective, and executive management understands the risks, exposures, and trends that impact the business. The group also collaborates on projects and initiatives by providing support and awareness of risks and mitigating control solutions.

This role will provide operational risk expertise and consulting for Branch Banking (BB) activities focusing on the Issue Management (IM) process and procedures. This role will be the IM Lead within Branch Banking Control responsible for management of issues throughout the IM lifecycle, partnering with the LOB and Control Risk Management Liaisons (RMLs) to ensure adherence to the IM policy standards, while improving BB adherence to IM SLAs and metrics.  Management/coordination of the Tollgate process, customer remediation/redress and the escalation process for Branch Banking will also be in scope for this role in partnership with the LOB and Control Partners assigned to each specific issue, remediation, or escalation.

Specific responsibilities include:

  • Manage the Control side of the Branch Banking Issue Management process ensuring progression of issues along the established timelines, timely status updates, quality IM deliverables provided to the Group Issue Management (GIM) team, etc.; Requires daily, weekly, monthly oversight of the BB issue portfolio and actions when something is off track/at risk.
  • Provide executive level Issue Management status to support governance routines and identification of key themes/root causes.  Governance routines supported include the Branch Banking Risk Committee, Consumer Banking Risk & Control Committee and Enterprise Risk & Control Committee if required for escalations.
  • Manage the Tollgate process, ensuring LOB Issue Contacts and RMLs are adhering to the established Tollgate timelines for their individual issues.  Provide review and feedback on Tollgate decks for Critical or High rated issues and coordinate delivery of final Tollgate documentation to GIM. 
  • Oversee the Customer Remediation/Redress process to provide executive level status reporting and escalate concerns.
  • Manage the Escalation process, including Control Executive notification/awareness for Branch Banking escalations. 

Required Qualifications

  • 7+ years of experience in risk management or 7+ years of financial services industry experience, of which 5+ years must include direct experience in risk management

Desired Qualifications

  • Ability to articulate issues, risks, and proposed solutions to various levels of staff and management
  • Ability to assess issues, make quick decisions, implement solutions, and influence change
  • Knowledge and understanding of Shared Risk Platform (SHRP) such as reporting and issue management
  • Advanced knowledge of issue management policy

Other Desired Qualifications
  • Ability to analyze, problem solve with demonstrated excellence understanding needs, and driving decisions- making/resolution
  • Implement solutions through written action plans, procedures, and change management
  • Deep understanding of ever-evolving governance processes and regulatory environments
  • Ability to fluently articulate strategy and operations; translating organizational strategies into clear objectives and action
  • Demonstrated experience working in a rapidly changing and complex environment
  • Sense of urgency, passion for results, and personal accountability for achievement.
  • Demonstrates the ability to make subjective and informed decisions based upon output, influence stakeholders and justify decision making


Job Expectations

  • Ability to travel up to 10% of the time


    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

    Relevant military experience is considered for veterans and transitioning service men and women.
    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits Summary


Visit for benefits information.

Charlotte, North Carolina

At Wells Fargo, we’ve been proudly supporting military veterans and their families for more than 170 years.

We value the leadership, discipline, and skills you’ve gained through your service to our country and recognize the contributions our veteran team members bring to the table. We’re so committed to hiring and retaining military veterans, veterans with disabilities, National Guard members, and Reservists that we’ve made it our goal is to employ 20,000 veterans by 2020.

As a Wells Fargo team member, you’ll find a work culture that is team-oriented, collaborative, structured, and challenging. We support veterans transitioning from military service with a variety of job options, confidential resources, educational information, and career guidance. You may choose to join our Veteran’s Team Member Network, a group of thousands who share an interest in veterans’ matters, and that promotes greater awareness and job development within the veteran community. To learn more about opportunities at our company, please visit Let’s talk about turning your military experience into a great civilian career.

Similar jobs