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Lead Operations Processor, Automated Clearing House (ACH)

About this role:

Wells Fargo is seeking to hire Lead Operations Processor. The role responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

In this role, you will:

  • Support management in the day-to-day supervision of less experienced team providing guidance, and resolution to issues contributing to overall effectiveness of team
  • Provide feedback and present ideas for improving or implementing processes and tools within Operations group
  • Perform or guide others on complex escalated issues that require planning, evaluation, and interpretation
  • Prioritize work and provide daily work leadership and mentorship to team
  • Provide training and technical guidance to less experienced staff
  • Lead or contribute to implementation of new or revised processes and procedures that require coordination among operation teams
  • Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
  • Interact with internal customers
  • Receive direction from leaders
  • Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
  • Serve as a resource to other departments on transaction structure, documentation, and company policies

Required Qualifications:

  • 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, education
  • Team leader experience, required

Desired Qualifications:

  • Must have completed at least (2) years of college education (no back subjects); Completed an Associate degree 
  • Over (6) years professional experience in Customer Service, Financial Services or Contact Center experience, with knowledge and understanding of foreign and domestic wire transfers processing
  • Must have professional experience on ACH operations, Payments & Investigations, and Reconciliation, required. 
  • Excellent verbal, written, and interpersonal communication
  • Ability to research problems, analyze data, escalate, or recommend potential solutions
  • Ability to coordinate completion of multiple tasks and meet established service level agreements
  • Good PC skills with the aptitude to learn new systems quickly
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to provide strong customer service while actively listening and responding in an appropriate manner
  • Strong data entry and attention to detail skills

Job Expectations:

  • Amenable to work full-time onsite
  • Amenable to work during Saturdays 
  • Amenable to work on shifting schedule (including night shift), local holiday
  • Amenable to work in Five/NEO, BGC, Taguig City
  • Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner.
  • Prepare and maintain a record of all inquiries and investigations.
  • Investigate and research more complex data and problems by gathering and analyzing appropriate information.
  • Partner with appropriate resources to seek out solutions to problems.
  • Research and resolve problems within established department timeframes.
  • Perform duties and assignments within established timeframes, ensuring proper follow-up and completion.
  • Communicate resolution to the appropriate party in a timely manner

Posting End Date: 

30 Jul 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy


Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

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