Customer Representative jobs in United States, Missouri, Saint Louis

Job Description:

Job Description:
This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include maintaining internal operational and financial controls and ensuring that they are observed for all assigned cases. Job expectations include ensuring that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system, and financial controls, and escalating matters or issues to leadership to ensure minimum risk occurs.

The Research and Adjustments Representative II role is an in office position that is responsible for receiving and sorting incoming mail, scanning mail and getting it the appropriate team, processing payments, extensive account research and completing maintenance on delinquent and/or charged off Business Lending, Deposit and Consumer Vehicle Lending products.

This role requires advanced account review and problem solving skills. Primary responsibilities include loss mitigation of delinquent or charged accounts. Navigates a computerized data entry system and other relevant applications. They understand account terms, regulatory and compliance requirements that apply to the process and are able to work within these guidelines. Also, must adhere to internal operational and financial controls and ensures that they are observed for all assigned cases. May provide support to and training to other researchers within the department.

Responsibilities:

• Works on daily incoming exceptions and maintains aged exceptions to a minimum
• Enters daily entries through internet based applications
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Investigates and resolves issues and requests

Required Qualifications:

• Self-motivated and goal oriented
• Ability to adapt quickly to changes in the environment
• Must be detail oriented, an independent thinker, and able to handle multiple tasks concurrently
• Must be able to work in a team environment
• Ability to navigate multiple computer systems
• Ability to think critically and use sound judgement in decision making
• Analytical and problem resolution skills

Desired Qualifications:

• Previous Collections or Recovery experience
• College degree or commensurate work experience preferred
• Knowledge of Deposit and Card/Loan systems

Skills:

• Attention to Detail
• Customer and Client Focus
• Pipeline Management
• Research
• Critical Thinking
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

High School Diploma / GED / Secondary School or equivalent

In this role, you will:

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

Required Qualifications:

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years of Securities Operations
• Experience with BETA, Pega and SmartStation
• Ability to read legal documents
• Experience in Deceased management process
• Ability to identify potential operational issues and legal risks
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
• Effective organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office skills
• Experience working with changing priorities and deadlines
• Strong attention to detail and accuracy skills
• Solid problem solving skills
• Excellent verbal, written, and interpersonal communication skills
• Experience meeting high production and quality standards
• Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, identifying complaint language, and recommending solutions

Job Expectations:

Monday Thru Friday 8am-4:30pm may varies in time

Possible overtime base on business needs, could require

Training:

• Training period will be for 4-6 weeks with continued on-the-job training.
• Training hours are 8:00 a.m. – 4:30 p.m. Monday – Friday CST. You are required to attend the full duration of this paid 4-6 weeks of training.
• We’re open from Monday - Friday, 8:00 a.m. – 4:30 p.m CST. Your regular work schedule will be based on business need and will include working at least one weekend day
• This position offers a hybrid work
• No relocation
• This position is not eligible for Visa sponsorship

• 2801 Market St, F & L Bldg - Saint Louis, MO 6310(Selected candidate must reside within a commutable distance to this location and must be able to work on-site at the posted location )

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Provide support to internal and external customers in account management, operations, documentation, and technical support
• Review basic or tactical customer issues regarding products and services, billing, account questions, or account transactions with narrower impact
• Receive direction from managers and exercise judgment within defined parameters while developing understanding of the related policies, procedures, or compliance requirements
• Act as a primary support person for the customer and internal partners supporting customer services
• Provide information to managers as well as internal and external customers to resolve customer issues

Required Qualifications:

• 6+ months of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Call center customer service experience in the financial services industry
• Banking or financial operations experience
• Knowledge and understanding of brokerage industry/operations
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to identify and assess issues then make sound decisions
• Highly refined and professional verbal and written communications
• Ability to navigate multiple computer screens while working on the phone
• Strong analytical skills with high attention to detail and accuracy

Job Expectations:

• Training will be combination of OJT and Class
• Working hours will be M-F between the hours of 7am-6pm
• Hybrid 3/2

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Job Description:

Job Description:
This job is responsible for resolving research and adjustment inquiries within the bank's practices and procedures. Key responsibilities include maintaining internal operational and financial controls and ensuring that they are observed for all assigned cases. Job expectations include ensuring that all cases are resolved in compliance with industry regulations and bank procedures, integrity levels of the department's case management system, and financial controls, and escalating matters or issues to leadership to ensure minimum risk occurs.

The Research and Adjustments Representative II role is an in office position that is responsible for receiving and sorting incoming mail, scanning mail and getting it the appropriate team, processing payments, extensive account research and completing maintenance on delinquent and/or charged off Business Lending, Deposit and Consumer Vehicle Lending products.

This role requires advanced account review and problem solving skills. Primary responsibilities include loss mitigation of delinquent or charged accounts. Navigates a computerized data entry system and other relevant applications. They understand account terms, regulatory and compliance requirements that apply to the process and are able to work within these guidelines. Also, must adhere to internal operational and financial controls and ensures that they are observed for all assigned cases. May provide support to and training to other researchers within the department.

Responsibilities:

• Works on daily incoming exceptions and maintains aged exceptions to a minimum
• Enters daily entries through internet based applications
• Performs routine or complex account maintenance depending on client account type
• Maintains high-volume portfolios
• Investigates and resolves issues and requests

Required Qualifications:

• Self-motivated and goal oriented
• Ability to adapt quickly to changes in the environment
• Must be detail oriented, an independent thinker, and able to handle multiple tasks concurrently
• Must be able to work in a team environment
• Ability to navigate multiple computer systems
• Ability to think critically and use sound judgement in decision making
• Analytical and problem resolution skills

Desired Qualifications:

• Previous Collections or Recovery experience
• College degree or commensurate work experience preferred
• Knowledge of Deposit and Card/Loan systems

Skills:

• Attention to Detail
• Customer and Client Focus
• Pipeline Management
• Research
• Critical Thinking
• Decision Making
• Problem Solving
• Written Communications
• Adaptability
• Collaboration
• Risk Management

In this role, you will:

• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Determine appropriate course of action and conduct investigative steps to fully identify customer issues
• Perform complex administrative and customer support tasks by managing daily schedules, and provide work direction to the team
• Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
• Provide subject matter expertise and interpretation of procedures to less experienced individuals
• Respond independently to complaints escalated at the highest level
• Interact with internal and external customers to resolve their issues
• Interact with the immediate Customer Resolution team to supervise day to day activities of the support Customer Resolution team
• Work within a contact center environment to support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first contact resolution

Required Qualifications, US:

• 4+ years of customer contact within a Financial Services environment, Underwriting, Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Brokerage industry experience
• Bank experience with PEGA, Hogan and SVP
• Securities Operations experience with BETA, SmartStation
• Provide subject matter expertise and interpretation of procedures to other team members
• Intermediate Microsoft Office Skills
• Strong attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications and utilize search tools to find information
• Excellent verbal, written and interpersonal communication skills
• Effective organizational, multi-tasking and prioritizing skills
• Ability to work independently, proactively, innovatively and creatively while exercising sound judgement
• Ability to work effectively, as well as independently in a team environment
• Ability to work in a fast paced deadline driven environment
• Knowledge and understanding of real-time adherence management
• Solid problem solving skills
• Strong time management skills
• Ability to flexible and adjust plans quickly to meet changing business needs
• Customer Service focus with experience actively listening, eliciting information, comprehending customer issues/needs, ability to deescalate frustrated callers and situations and recommend solutions

Job Expectations:

• Training will be (6 weeks paid) from Monday-Friday; 8:30am-4:30pm CST.
• Schedule will be based on business needs and will fall into the hours of operation (7:00am-5:00pm CST).
• Ability to work additional hours as needed
• This position is not eligible for Visa sponsorship.
• This position is hybrid
• Relocation assistance is not available for this position

• 2801 Market St, F & L Bldg - Saint Louis, Missouri 63103

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.