Job Description

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 companys 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 Fargos 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.

Use of this job is restricted to Enterprise Complaints Mgmt Office. Utilizes securities-related regulatory precepts and practices to review, analyze, and address escalated operational and service complaints from multiple WIM sources, including WFA Office of the President, WFA Branches, and clients. Creates and maintains regulatory templates. Under general supervision, coordinates with WIM contacts to develop, negotiate, and deliver verbal and written resolution to clients, including direct phone communications and written ad hoc correspondence.

Required Qualifications
* 5+ years of experience in one or a combination of the following: customer contact or customer service in financial services, administrative support, underwriting, quality assurance, brokerage operations, client account supervision, risk, or compliance
* Successfully completed FINRA Series 7 exam to qualify for immediate registration (or FINRA recognized equivalents)

Desired Qualifications
* FINRA registration including Series 7 (or FINRA recognized equivalents)
* Successfully completed Securities Industry Essentials (SIE) exam
* Brokerage client support experience
* Experience managing complaints and objections effectively and professionally
* Client service focus with the ability to listen to customer needs and recommend solutions
* Experience resolving and working through escalated and complex issues
* Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
* Ability to manage to production goals, deadlines, and various metrics
* Ability to negotiate, influence, and collaborate to build successful relationships
* Ability to identify customer needs and obstacles and take the necessary steps to problem solve
* Intermediate Microsoft Office (Word, Excel, and Outlook) skills
* Ability to exercise independent judgment and creative problem solving techniques
* Strong organizational, multi-tasking, and prioritizing skills
* Experience managing a pipeline of work from assignment to completion
* Excellent verbal, written, and interpersonal communication skills
* Strong analytical skills with high attention to detail and accuracy
* Experience delivering results in a fast-paced, deadline driven environment
* Solid negotiation skills

Other Desired Qualifications
* WIM Escalated Complaints experience

Job Expectations
* Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.

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

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.

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