Jan 17, 2020
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 prior to 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. Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. Start a rewarding career with Wells Fargo today! As a Customer Service Representative 2 you will have exposure to a variety of responsibilities, people and experiences in a professional call center work environment - that's part of the fun! Imagine yourself working in a fast-paced call center where you will have the opportunity to provide outstanding service and make a difference in the lives of our Home Mortgage customers! In this position you will: • Efficiently handle a variety of customer inquiries regarding home mortgages via the Wells Fargo web site • Respond to routine inquiries and complaints from internal and external customers regarding financial products and services • Research and resolve routine to moderately complex problems and inquiries and refer difficult problems to more senior representatives • Efficiently complete account maintenance, report generation, and project work • Become a subject matter expert of mortgage banking processes, procedures, and internal and external resources • Actively identify, develop, and execute best practices to better serve our internal and external customers • Prioritize quality and efficiency in resolving customer issues • Minimize email escalations by gaining our customer's trust and confidence • Participate in and support customer service department goals Duties may include: • Shifts available: 8am-5pm Monday-Friday; Shift includes a rotational 8am-2pm Saturday shift (Shifts are subject to change based on business needs) • Offering or recommending products based on customer needs • Providing guidance and assistance to less experienced representatives • Providing training on policies and procedures, new or enhanced services, and/or procedural changes • May also review data and report trends to management, and project work WELLS FARGO OFFERS GREAT CAREER ADVANCEMENT OPPORTUNITIES! • Progressive Career Path: Customer Service Rep 2, Customer Service Rep 3, Customer Service Rep 4, Customer Service Rep 5, Customer Service Team Lead, Supervisor, and Manager! • Salary: Highly competitive salary! • 401k: 6% company match! • Paid Time Off: 18 days of Paid Time off PLUS 10 paid Holidays! • Additional Benefits: Medical, Dental, Vision, Tuition Reimbursement, Free Parking, Cell Phone Discounts, and so much more! IMPORTANT INFORMATION: • A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION • AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS • Once your application is received, Wells Fargo will make initial contact with you via e-mail • Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile • If your contact information has changed, please update prior to applying to this position • Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo. • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents. Required Qualifications 1+ year of experience interacting with people or customers, demonstrated through work, military, or education Desired Qualifications Ability to effectively listen and elicit information Excellent verbal, written, and interpersonal communication skills Basic Microsoft Office skills Ability to navigate multiple computer systems, applications, and utilize search tools to find information Ability to troubleshoot common computer problems Ability to follow policies, procedures, and regulations Ability to meet or exceed business goals and objectives, while fostering a team atmosphere Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues Ability to exercise independent judgment to identify and resolve problems Ability to work effectively in structured but flexible, adaptable and changing, call center environment Ability to execute in a fast paced, high demand, environment while balancing multiple priorities Ability to navigate multiple computer system windows, applications, and utilize search tools to find information Excellent verbal, written, and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Call center customer service experience in the financial services industry Experience with mortgage servicing account management Other Desired Qualifications • Experience with Wells Fargo mortgage servicing systems such as: CHUCKY, CIV, CPI, Fidelity/MSP, GEM, ICMP, KANA and/or Mywork Portal Job Expectations Willingness to work on-site at stated location on the job opening Ability to work nights, weekends, and/or holidays as needed or scheduled This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents. Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. MN-Minneapolis: Min: $31,200 Mid: $35,000 Street Address MN-Minneapolis: 2650 Wells Fargo Way - Minneapolis, MN Disclaimer 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.
Minneapolis, MN, USA