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.
Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.
CSBBO is currently hiring Research Remediation Representative 3's to join our Everyday Banking Customer Advocacy Group (CAD). Our CAD team receives inbound customer feedback calls related to the designed product.
Primary responsibilities for this role may include but are not limited to:
Responding independently to inquiries and complaints from customers (including customers, merchants, clients, and bankers), regarding financial products and services.
Gathering information from customers to determine the appropriate course of action which could include conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc. and resolving complex problems and inquiries.
Taking inbound calls from customers to resolve their complaints and document their compliments
Creating cases to track customer feedback in the case management system, Escalation Issue Tracking System (EITS)
May perform additional responsibilities as assigned
Training: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures and services. Training class starts on April 5, 2021 for 8 weeks and the training hours are 8a.m. – 4:30p.m. Monday - Friday. You are required to attend the full duration of this paid 8 week training.
Schedule: Our Contact Center is open: Sunday - Saturday, 7:00 am - 9:00 pm (CST). Schedules vary based on business need and include working at least one weekend day and scheduled holidays to support the business needs
Compensation: Starting rate: $18.91 per hour
Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.
2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Excellent verbal, written, and interpersonal communication skills
Experience interacting positively with difficult or irate customers
Ability to research and resolve complex customer issues
Strong attention to detail and accuracy skills
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Experience supporting a phone, email, online or digital contact center environment
Bilingual speaking proficiency in Spanish/English
Must be able to attend full duration of required training period
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.
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo