Operational Risk Consultant

in Salt Lake City, UT

Job #:280531

Practice Area: IT

Date Posted: 03/23/2020

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Job Title:  Operational Risk Consultant
Location:  Salt Lake City, UT
Industry:  Financial Services
Terms:  12+ month Contract

Operational Risk Consultant- Job Summary:

It starts with you. Our goal is to attract, develop, retain, and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

This position reports to the Quality Assurance Lead and is part of the newly established Enterprise Complaint Management Office within Wells Fargo. This team performs quality assurance of complaints and validates compliance of Wholesale activities in regard to the requirements of the Complaints Management Policy (CMP). Provides a crucial role in supporting our efforts to strengthen our customer-centric culture and enhance and drive customer excellence.

This role will work closely with the Wholesale Lines of Business, the Wholesale Escalated Complaints team and Enterprise support teams to provide complaint handling quality assurance and to ensure Wholesale compliance with the Complaints Management Policy.

Operational Risk Consultant- Job Responsibilities:

  • Reviewing customer phone calls, customer resolution letters, and line of business research
  • Determining that documentation and processes are in compliance with internal company requirements by using a large library of procedures and the policy library
  • Ensuring that the resolution was complete and accurate, and all policy requirements are met
  • Communicating in both verbal and written formats regarding the overall quality of the case resolution
  • Analyzing risks and developing solutions for the risks and/or complex problems that are identified
  • Partnering with change management and impacted business units to make recommendations on areas of improvement
  • Utilizing Wholesale Banking knowledge and sound judgment to ensure compliance and regulatory risks are identified and mitigated
  • Working with lines of business for which QA deficiencies have been identified to improve programs and processes
  • Conducting Risk Reviews and Transactional Testing for compliance to the Complaint Management Policy
  • Working with assigned business units and providing complaint management expertise and consulting for projects and initiatives with moderate to high risk
  • Evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls
  • Identifying complaint trends that may pose risk to Wells Fargo or are indicative of a poor customer service experience

Operational Risk Consultant- Job Requirements:

  • 4+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both
  • 4+ years of experience in one or a combination of the following: additional compliance, additional operational risk management, IT systems security, business process management or financial services industry experience; or a BS/BA degree or higher in business or a related field
  • Quality Assurance experience, preferably in complaints management and complaint resolution 
  • Operational Risk experience in developing, conducting, and reporting transactional testing for compliance to laws, regulations, and/or internal policies 
  • Advanced Microsoft Office Skills 
  • Ability to manage multiple priorities and projects, meeting tight deadlines, independently and as part of a team 
  • Complaint management, Complaint QA, or Complaint Operational Risk Management experience 
  • Experience in developing and implementing Quality Assurance programs, scorecards, and/or procedures 
  • Ability to identify and evaluate trends, isolate root cause, and provide swift/thorough resolution

 Operational Risk Consultant- Key Words:

  • Compliance, Operational Risk, Audit, Legal, Credit Risk, Market Risk, Complaint QA, Complaint Management

Frequently Asked Questions:

  • Benefits?  Yes, provided by ettain group
  • Remote Workers?  Not eligible, must work onsite with the team
  • Visa Sponsorship?  Not offered
  • Corp-to-Corp?  Not eligible

How to Apply:

For immediate attention please apply online.

ettain group is a talent solutions company dedicated to matching people with the most relevant employment opportunities in IT, healthcare IT and the digital creative space. Top employers and highly skilled talent throughout the U.S. select ettain group for a better recruitment experience. Our culture empowers teams with the flexibility to deliver a superior candidate experience and client experience using market intelligence. We recruit resources, own projects and manage programs to offer a wide range of IT development and talent solutions to our clients and candidates. To learn more about ettain group visit www.ettaingroup.com. To explore more job opportunities with ettain group, visit www.ettaingroup.com/job-board.aspx


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