Mar 26, 2020

Customer Service Rep 3 - Distribution Consulting Services

  • Wells Fargo
  • Roseville, MN 55113, USA
Full-Time Customer Service

Job Description

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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Wealth and Investment Management (WIM) businesses build enduring client relationships through sound, thoughtful and objective advice. We help our clients by developing individualized plans for everything from retirement goals to business succession planning, to family legacy intentions. Services include comprehensive planning and advice, investment management, brokerage, private banking, estate planning strategies, trust, and both individual and institutional retirement.
The Investment Contact Center (ICC) provides service and support for clients of four of WIM's lines of business: Abbot Downing, Retirement, Wealth Management, and Wells Fargo Advisors (WFA). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have team members who work on support teams in business administration, operations, and business strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences.
View the "Working at Wells Fargo - Investment Contact Center" video on YouTube to learn more about what it's like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service - the foundation of our culture.
Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying:
Virtual Premier Bankers provide full-service banking to high value customers and manage a portfolio of account relationships in a virtual environment.
Primary responsibilities may include but are not limited to:
Responsible for responding to inquiries and complaints on more complex products/services and/or from premier customers. Duties may include: resolving complex inquiries and complaints from internal and external customers and upon escalation; processing complex transactions on-line; performing extensive research to resolve the complex customer problems; providing guidance and assistance to less experienced representatives either on the spot and/or via telephone; providing training on policies and procedures, new or enhanced services and/or procedural changes. May also offer or recommend products and services based on customer needs, review data and report trends to management, and project work.
Since we serve clients across the country, we are asking you to have a flexible schedule. Our team helps our clients between 8:00am and 8:00 pm (Monday through Friday). Applicants must be able to work any shift between 8:00am-8:00pm EST Monday-Friday and adhere to a set schedule.
This position will start on or around May 25th, 2020 with 5 weeks of mandatory uninterrupted training Mon - Fri 8:00am-5:00pm. Shifts are assigned once training is complete.

Required Qualifications
  • 2+ years of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications
  • Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact effectively with internal and external partners and clients/customers
  • Advanced Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems
  • Retirement or Individual Retirement Account (IRA) experience
  • Retirement plan experience
  • Retirement plan or 401(k) recordkeeping experience
  • Retirement services experience
  • Institutional retirement experience
  • Knowledge and understanding of retirement and trust products/services
  • Knowledge and understanding of retirement industry
  • Knowledge and understanding of Individual Retirement Accounts (IRA)
  • Knowledge and understanding of Institutional Retirement and Trust (IRT) plans
  • Knowledge and understanding of institutional retirement call center operations
  • 3+ years of customer service experience
  • Contact center experience
  • Experience working in an Investment Contact Center group

Street Address
MN-Roseville: 2700 Snelling Avenue North - Roseville, MN


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.



Security Clearance

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