Executive Office Case Specialist 1 - Small Business

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company’s risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo’s risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and pro-actively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.

As America's #1 lender to small businesses, Small Business Lending serves more than half a million customers and offers a suite of business credit options that include business credit cards, unsecured lines of credit, term loans, and commercial real estate financing.

The Small Business Executive Office Team is looking for talented individuals to support researching, resolving, and responding to escalated inquiries, complaints, and disputes on all Small Business products and accounts. With a focus on solving escalations, completing a root cause analysis, looking for risks to the business, and recommending improvements to the process/procedures used Small Business Lending Operations; the team partners with various departments and Resolution Teams outside and within the business to resolve escalated and complex issues. May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters. Ensures identified risks and/or problems are clearly documented. Other duties may include ad-hoc or project work related to remediation.

• Position Hours: Monday - Friday (as early as 7 am and as late as 6 pm ). Mandatory overtime may be required.

• 3+ years of experience in customer contact, customer service, or a combination of both in financial services; or 4+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance; or military; or a BA/BS degree or higher

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Knowledge and understanding of Hogan
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• A BS/BA degree or higher
• Contact center experience
• Experience interacting positively with difficult or irate customers
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to follow policies, procedures, and regulations
• Ability to manage a pipeline of work from assignment to completion
• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS
• Knowledge and understanding of Small Business Lending Operations products and services

• Ability to work nights, weekends, and/or holidays as needed or scheduled

AZ-PHX-Central Phoenix: 100 W Washington St - Phoenix, AZ

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.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.