Business Support Consultant 3 - Business Support Lead for Issue Management

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.

Wells Fargo’s Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it’s buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

Deposit and Credit Bureau Management Office (DCBMO) is currently seeking a Business Support Consultant 3 to join the recently created entity. This role requires knowledge and experience with consumer credit bureau reporting, credit bureau disputes, operational risk, and associated laws (FCRA, FACTA) and processes.  This recently created group is responsible for the governance/oversight, standardized enterprise policy, centralized relationship management, consistent enterprise processes and procedures, integrated network of systems, quality control and customer experience related to all aspects of how Wells Fargo furnishes and uses consumer data to/from the CRAs.  Under the control of this office are the following functions; Furnishings, Disputes, Data Usage and Access, Vendor Relationships, Business Control and Governance, Strategy and Integration and finally, Self-Assurance and Oversight.

The Business Support Consultant 3 position consults with management and business partners to support the end to end Issue Management process following all protocols required to delivery within the Issue Management framework..  

This position will be responsible for helping to support the Issues as they move through the end to end Issue Management process.  This includes understanding the nature of the problem and participating in discussion to help clearly document the focus of the problem, the root cause, any actions that need to be taken to resolve the problem, and supporting documentation to prove the problem has been resolved effectively. The individual will work collaboratively with individuals both within and outside the DCBMO organization at varying level, as well as Issue Leads, and will need to be able to effectively help manage deliverables to prescribed timelines. Details of the issue need to be clearly documented and ongoing verbal communication of the status to all impacted parties is a key to success.  

This position is also responsible for:

  • Escalating concerns or issues that become at risk for missing deadlines to through appropriate channels.
  • Managing multiple deliverables and timelines across multiple issues effectively.
  • Helping develop clear plans with detailed deliverables and accountabilities to ensure the issue remains on track through closure.
  • Evaluating and challenging ideas and input received from key stakeholders to ensure we are addressing the root of problems and facilitating the right actions to resolve.  
  • Ensuring documentation and presentation materials provide enough information to understand the nature of the issue, what caused the problem, what we are doing to correct the problem and any ongoing status or escalations in a clear and concise manner appropriate to the audience.

As a Employee, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Support the Business Control team with integrity and create an environment where your peers feel included, valued, and supported to do work that energizes them.
  • Support management responsibilities which include, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 6+ 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

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Strong root cause analysis skills
  • Strong time management skills and ability to meet deadlines

Other Desired Qualifications
  • Strong Project Management skills leveraging project planning tools to ensure success
  • Strong FCRA/Regulatory knowledge regarding impacts to the DCBMO processes
  • Strong relationship building/influencing skills to execute work effectively when resources are not within their control
  • Control testing and/or control design experience
  • End to end issue management experience
  • Experience identifying process, procedural, system, and/or control deficiencies
  • Experience recommending remediation or corrective action plans
  • Experience evaluating or testing solutions to ensure gaps are remediated and sustainable
  • Future-thinking and the ability to think outside the box
  • Ability to articulate complex concepts in a clear and concise manner to audiences at multiple levels of the organization
  • Experience working with the Shared Risk Platform (SHRP)

Job Expectations

  • Ability to travel up to 5% of the time

Street Address

SD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SD
SC-Fort Mill: 3476 Stateview Blvd - Fort Mill, SC
AZ-Chandler: 2600 S Price Rd - Chandler, AZ
IA-Des Moines: 6200 Park Ave - Des Moines, IA
NC-Raleigh: 1100 Corporate Center Dr - Raleigh, NC
DE-Wilmington: 2200 Concord Pike - Wilmington, DE


    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


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Wells Fargo
Full time
Raleigh, NC 27601, US