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Business Support Consultant 4 Technical Writer
Company: Wells Fargo
Location: Des Moines, IA
Employment Type: Full Time
Date Posted: 04/17/2021
Expire Date: 05/22/2021
Job Categories: Finance/Economics, Financial Services, Information Technology, Insurance, Law Enforcement, and Security, Legal, Military, Sales, Executive Management, Research & Development, Writing/Authoring
Job Description
Business Support Consultant 4 Technical Writer
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.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

The role of Customer Remediations Business Support Consultant/Technical Writer is a critical role within the Customer Remediation COE Analytics organization.  These positions will report to the Program Support manager and the Advanced Solutions manager.  Within the Advanced Solutions team this role is fundamental to driving customer remediation plans built on standardized and repeatable solutions which favor our customers and improve accuracy, efficiency, and speed. The Advanced Solutions team is responsible for building these solutions in support of the Customer Remediation COE and partner groups by employing advanced analytic techniques and solution design methodologies to implement time-saving and highly accurate repeatable products. The Program Support team provides cross-functional support for CR Analytics including complaints, continuous improvement, consistency efforts, in-take activities and general program management. This role requires a sense of urgency, passion for results, and personal accountability for achievement.

The key responsibilities of this role include:

  • Utilizing thorough knowledge of the LOB's or business group's functional area or products to support and drive strategic initiatives for CR Analytics. 
  • Oversight of policy/procedure administration,
  • Recommending strategies to implement changes and improvements.
  • Leading and/or driving process level projects and initiatives.
  • Creating technical specifications, policy and procedure documents, test scripts, job aids, business requirement documents and additional training-related documentation.
  • Driving and participating in systems/change initiatives, information security efforts, business continuity planning, capacity planning, legal and regulatory adherence, reporting and analysis, pipeline management, process improvement, quality management, technical specification communications and documentation.

Other locations within the Wells Fargo footprint may be considered
"Salary range is determined by the location of the job"
Internal salary information from internal posting view
The salary range displayed below is based on a Full-time 40 hour a week schedule.

TX-Irving:  Min: $91,700 Mid: $131,000 Max: $170,300
IA-Des Moines:  Min: $91,700 Mid: $131,000 Max: $170,300
TX-San Antonio:  Min: $91,700 Mid: $131,000 Max: $170,300
NC-Charlotte:  Min: $91,700 Mid: $131,000 Max: $170,300
MN-Minneapolis:  Min: $91,700 Mid: $131,000 Max: $170,300
AZ-Chandler:  Min: $91,700 Mid: $131,000 Max: $170,300

Approved variable compensation component language - May be considered for discretionary bonus

 



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



Desired Qualifications

  • Good project management skills
  • Good verbal, written, and interpersonal communication skills
  • Knowledge and understanding of technical specifications, procedures, or test scripts development
  • Experience writing and editing internal communications and training-related materials in a corporate environment or financial institution
  • 1 + years of Confluence WikiD experience
  • Experience researching, developing, writing, and editing operational procedures and documents
  • Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
  • Strong communication skills and ability to articulate complex material to a diverse audience
  • JIRA experience



Job Expectations

  • Ability to work additional hours as needed
  • Ability to travel up to 25% of the time
  • Ability to work outside of regular business hours
  • Flexibility to work from home and meet the home eligibility assessment conditions, based on business need



Street Address

TX-Irving: 5000 Riverside Drive - Irving, TX
IA-Des Moines: 6200 Park Ave - Des Moines, IA
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
NC-Charlotte: 301 S Tryon St - Charlotte, NC
MN-Minneapolis: 2650 Wells Fargo Way - Minneapolis, MN
AZ-Chandler: 2600 S Price Rd - Chandler, AZ



Disclaimer


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

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Contact Information
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