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The Technology Operations Analyst will support day-to-day operations, troubleshoot issues, and assist in implementing technology solutions. This role may involve data analysis and user support.

About this role:
Wells Fargo is seeking to hire a Customer Service Representative to be part of our Global Payment & Liquidity (GPL) operations. The role is 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 ...

Handle customer inquiries related to suspected fraud, investigate and document suspicious activity, escalate cases per policy, communicate findings to customers and internal teams, and help prevent financial loss through accurate case resolution.

Lead and develop a technology operations team managing network, database, server, storage, backup and recovery, and contact center support. Ensure SLAs/OLAs, incident/problem management, business continuity testing, risk/compliance controls, capacity and cost management, and process improvements while collaborating across stakeholders and mentoring direct reports.

Provide operational and customer support for institutional trade lifecycle tasks including onboarding, cash/payment monitoring, custodial and settlement services, ledger reconciliation, issue resolution, data gathering for problem resolution, and collaborate with peers and managers on QA and process controls.

Lead business analysis for Commercial Banking lending and channel finance initiatives: define and document BRDs, process flows, use cases, and data mappings; perform impact assessments; support delivery, governance, UAT, and tracking in JIRA/Confluence with a strong risk and control focus.

Lead the strategic execution of business operations across teams, ensuring alignment with organizational goals and optimizing processes for efficiency.

Lead and shape enterprise fraud and claims program: set strategy, manage investigations and policy-violation reviews, coach teams, ensure regulatory and policy compliance, partner with Legal/Compliance/Audit, identify control gaps, and drive remediation and reporting across cross-functional stakeholders.

Handle inbound/outbound phone calls to assist retail banking customers with account inquiries, transactions, payments, and basic problem resolution. Verify identity, follow bank procedures, document interactions, escalate complex issues, and promote bank products when appropriate while maintaining confidentiality and service standards.

Supervise and coach customer service associates, manage daily operations and staffing, handle escalations, monitor KPIs and service quality, implement process improvements, and support training and performance reviews.