
Senior Customer Care Control Management Specialist
Wells Fargo
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • New York • North Carolina • United States
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Salary
💰 $77,000 - $145,000 per year
Job Level
About the role
- Lead design, implementation, and enhancement of controls to ensure Equity best execution standards and Customer Care obligation requirements.
- Analyze trade lifecycle events and execution quality to identify gaps, anomalies, or areas for improvement in client outcomes.
- Collaborate with front office, compliance, risk, and technology teams to maintain comprehensive coverage of best execution, fair pricing, mark-up/down controls across Equities.
- Develop and maintain metrics and reporting frameworks to monitor execution quality, client satisfaction, and escalate issues where needed.
- Investigate execution quality alerts, ensuring timely resolution and thorough documentation.
- Assist in defining requirements and analyzing data to build evidence-based control activities supporting best execution.
- Perform data analysis across centralized and decentralized sources to enable automation and improve transparency.
- Develop prototypes and refine controls in partnership with support functions to enhance execution monitoring.
- Execute control activities in business-as-usual processes and escalate identified exceptions such as poor execution or deviations from client mandates.
- Support end-to-end control design, data analysis, testing, and implementation for best execution and client care initiatives.
- Enable ongoing monitoring and develop sustainable mechanisms to ensure adherence to best execution standards.
- Engage with business heads, control teams, and leadership to socialize and calibrate controls for equity execution.
- Partner with Compliance to execute policies, procedures, and governance routines related to best execution and client care.
- Generate ad-hoc reports and materials for senior leadership on control outcomes, KRIs, and KPIs tied to execution quality.
- Stay informed on industry trends, regulatory developments, and emerging risks related to equity execution and client service.
Requirements
- 4+ years of Risk Management or Control Management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 3 + years of experience in Capital Markets business environment, including products and services, data flows, trade lifecycle(s) and relevant risks
- 3+ years of experience identifying, assessing, evaluating, documenting, and reporting effective controls, control procedures, and control gaps, to mitigate and support operational and compliance risk
- Advanced data analytics tooling experience (e.g., SQL, Python, R and/or similar) preferred
- Experience partnering with technology and product owners throughout technology development lifecycle
- Ability to support ongoing tracking against project plans, and execute on the different phases of the delivery lifecycle
- Advanced Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
- Ability to identify, assess and confidently raise risks and issues, escalate early, and independently engage in constructive credible challenge
- Ability to take on a high level of responsibility, initiative, and accountability with minimal supervision in a structured environment
- Experience communicating in both written and verbal formats with senior executive-level leaders
- Ability to influence, partner, and negotiate solutions to issues with senior business leaders to gain commitment to accomplish business goals
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisrisk managementcontrol managementdata analyticsSQLPythonRcontrol proceduresexecution qualitybest execution
Soft Skills
communicationinfluencenegotiationinitiativeaccountabilityproblem-solvingcollaborationconstructive challengeresponsibilityadaptability