Higher Risk Customer Management – Senior Business Accountability Specialist

About this role:

Wells Fargo is seeking a motivated professional to join the Higher Risk Customer Management (HRCM) population management team. This role provides centralized oversight of higher‑risk customer populations, ensuring due diligence activities are completed accurately, timely, and in compliance with regulatory and internal control standards.

The Senior Business Accountability Specialist partners closely with execution teams, business groups, and Financial Crimes Risk Management to monitor population health, manage aging risk, and support informed decision‑making through standardized processes, controls, and reporting.

In this role, you will:

• Execute day‑to‑day Higher Risk Customer population management activities, including monitoring, reconciliation, and oversight of customer populations and journeys within Electronic Know Your Customer (eKYC) systems.
• Perform population reconciliations and intake validation to ensure higher‑risk customers are accurately captured, tracked, and reflected in systems of record.
• Monitor case timeliness and aging; identify cases approaching or exceeding due dates; and coordinate extensions or remediation actions in accordance with documented procedures and controls.
• Support transformation and enhancement of population management processes by partnering with stakeholders to implement process changes, strengthen controls, improve reporting, and embed new requirements into daily execution.
• Identify and assess risks, gaps, and dependencies that may impact operational execution or control effectiveness.
• Lead or participate in moderately complex initiatives and cross‑functional efforts related to business risk mitigation.
• Assess, design, and enhance controls, protocols, and approaches to support risk mitigation, sustainability, reporting, monitoring, and audit readiness.
• Independently resolve moderately complex issues using sound judgment and a solid understanding of business operations, products, and the regulatory environment.
• Collaborate with peers, managers, and cross‑functional partners to address current and emerging risks and drive effective risk‑mitigating strategies.
• Support interactions with internal and external partners to ensure appropriate, timely, and effective communications.
• May provide guidance or mentoring to less‑experienced staff.

Required Qualifications:

• 4+ years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following:  work experience, training, military experience, education

Desired Qualifications:

• Experience in risk, compliance, or population management within a regulated financial services environment.
• Knowledge of Anti-Money Laundering (AML) due diligence processes, including customer risk assessment, enhanced due diligence, and ongoing monitoring.
• Demonstrated ability to independently support and implement high‑priority process changes and transformation initiatives.
• Strong analytical skills with experience identifying issues, assessing risk, and driving resolution across complex processes.
• Advanced Excel skills, including working with large data sets, formulas, pivot tables, and producing clear, well‑documented analysis.
• Experience with operational and control reporting, including documentation to support audit and testing readiness.
• Solid understanding of internal controls, governance standards, and quality assurance practices.
• Proven ability to partner effectively with cross‑functional stakeholders and communicate clearly with management.
• Ability to manage work independently with limited supervision in complex or ambiguous situations.
• Ability to balance multiple priorities and deadlines in a fast‑paced, change‑driven environment.
• Strong written communication skills; ability to produce clear, well‑documented work products.
• Working knowledge of Power BI as an end user.

Job Expectations: