Job Description

Job Description
Important Note: If you are selected to move forward in the process, next steps for this job may include an on-line assessment and a video screen. Please make sure your profile includes a current email address that you check regularly (including your spam folder) as the invitations for these activities will be emailed to you. For internal candidates, you must apply via the Jobs site on Teamworks or Teamworks at Home and please ensure your profile lists a personal (external) email address as your primary email address so you can receive communications and complete these potential activities. Please refer to the Team Member Handbook for more information on the Internal Job Opportunities Process.

At Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers needs are understood and supported. The group is also accountable for ensuring regulators expectations are met and that employees have the tools and training necessary for success.

Exec Office Case Specialist 1 responds independently to inquiries and complaints from internal and external customers (including customers, merchants, clients, and bankers), regarding financial products and services.

Duties include: exception processing of acknowledgment letters conducting investigative steps to identify issues and working with internal partners to resolve; identifying trends and providing feedback/reporting to appropriate party; uploading of Wells Fargo response to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required; reviewing new correspondence and existing cases to identify related issues; establishing case files or redirecting requests to the applicable business group; mitigating risk by identifying key information and ensuring compliance guidelines are met; logging requests or complaints; reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies; performing intake to determine appropriate course of action; performing research and reviewing existing cases to identify related issues.

Please Note: Depending 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 Bank.

Required Qualifications
* 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

Desired Qualifications
* Experience interacting positively with difficult or irate customers
* Experience resolving and working through escalated and complex customer issues
* Ability to write concisely and clearly
* Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
* Strong time management skills and ability to meet deadlines
* Ability to correspond with customers, responding to their questions and concerns with detailed information
* Ability to manage a pipeline of work from assignment to completion
* Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
* Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
* Ability to work independently
* Solid critical thinking skills
* Strong analytical skills with high attention to detail and accuracy

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

SD-Sioux Falls: Min: $37,400 Mid: $52,000

Street Address
SD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SD

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.