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
- Seek ways to improve quality customer experience by collecting and negotiating terms of repayment on outstanding account balances
Schedule:
- Monday-Friday 10:30 am – 7:00 pm CST
- Schedule subject to change based on business needs
Training:
- You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
- Training will be for 5 weeks. Training hours are 10:30 a.m. – 7:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 5 weeks of training.
- We’re open from Monday - Friday, 8:00 am -7:00 pm (CST). Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.
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 Call Center experience
- Ability to read and interpret legal documents
- Ability to resolve and work through escalated and complex customer issues
- Ability to negotiate, influence, and collaborate to build successful relationships
- Ability to research and correspond with customers, responding to their questions and concerns with detailed information
- Ability to achieve high production and quality standards
- Good analytical skills with high attention to detail and accuracy
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
- Excellent written and verbal communication skills
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- Ability to work effectively, as well as independently, in a team environment
Posting Location:
- 800 S Jordan Creek Pkwy. – West Des Moines, Iowa 50266
Job Expectations:
- This position offers a hybrid work schedule
- Ability to work on-site at the posted work location
This position is not eligible for Visa sponsorship
6 Apr 2025
Wells Fargo Recruitment and Hiring Requirements:
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.