Research / Remediation Rep 3 -Everyday Banking Customer Advocady

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.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

CSBB 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 8/9/2021 for 8 weeks and the training hours are 8:30am – 5:00p.m. Monday - Friday. You are required to attend the full duration of this paid 8 weeks of training.

Schedule: Our Contact Center is open: Monday - Saturday 8:00 am-6:30 pm (EST). 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

• Must be able to attend full duration of required training period

The salary range displayed below is based on a Full-time 40 hour a week schedule.
NC-Charlotte: Min: $33,400 Mid: $45,800 Max: $58,200

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC

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.