Securities Operations Specialist - Annuity & Mutual Fund Service

Wells Fargo is seeking a Product Service (Annuities & Mutual Funds) Contact Center Team Leader within Wealth & Investment Management.

In this role, you will serve as a key service leader and subject matter expert supporting a team that provides service and operational support for Annuity and Mutual Fund products. You will partner closely with financial professionals, operations teams, insurance carrier partners, and leadership to resolve complex issues, improve processes, and deliver an exceptional service experience.

This is a hands-on leadership role that requires more than guidance and escalation management. Successful candidates will demonstrate ownership, accountability, and a willingness to roll up their sleeves to research issues, identify solutions, and drive outcomes. You will be expected to lead through influence, contribute to strategic initiatives, coach team members, and serve as a trusted partner across the organization.

• Provide operational support, guidance, and expertise related to Annuity and Mutual Fund products, processes, and servicing activities.
• Coach and develop team members through real-time support, feedback, training, and knowledge sharing.
• Research and resolve complex service, operational, and transaction-related issues while balancing risk, client impact, and business objectives.
• Partner with field partners, operations teams, and leadership to identify root causes, drive resolution, and improve the overall service experience.
• Act as a subject matter expert for operational processes, documentation requirements, and servicing workflows.
• Analyze operational trends, risks, and process gaps and recommend solutions to improve efficiency, quality, and customer outcomes.
• Support business initiatives, projects, and process enhancements from planning through implementation.
• Exercise sound judgment when evaluating operational risk, trade settlement impacts, and exception situations.
• Monitor team performance trends, schedule adherence, and service metrics to support business objectives.
• Foster a collaborative environment that encourages continuous learning, accountability, innovation, and operational excellence.

• 2+ years of customer service, financial services, contact center, or equivalent experience demonstrated through work experience, training, military experience, or education.

• 6+ months of experience supporting Mutual Fund products or operations.
• 6+ months of experience supporting Annuity products or operations.
• Demonstrated ability to research, analyze, and resolve operational or customer service issues independently.
• Demonstrated success leading through influence and collaborating effectively across teams, locations, and organizational levels.
• Experience within wealth management, brokerage operations, investment management, asset management, or financial services.
• Proven ability to develop or serve as a subject matter expert in complex operational processes.
• Strong problem-solving skills with a willingness to dig into issues, challenge assumptions, and drive solutions to completion.
• Experience coaching and developing employees through training, mentorship, and knowledge sharing.
• Hands-on experience utilizing AI tools, automation, or technology solutions to improve efficiency, accuracy, and employee effectiveness.
• Ability to analyze data, identify trends, and communicate actionable recommendations to leadership.
• Strong analytical skills with exceptional attention to detail and risk awareness.
• Advanced interpersonal, verbal, and written communication skills.
• Proficiency with Microsoft Excel and other business applications used for reporting and analysis.
• Ability to work independently while contributing effectively within a highly collaborative leadership team.