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.

Incumbent is responsible for the intake, research, and resolution of escalated complaints within the Enterprise Complaints Business Virtual Channels team. This candidate will ensure prompt and resolute management of the complaints process, and must adhere to regulatory guidelines, internal policies, Risk and Enterprise Compliance. Further, he/she will support our critical efforts to strengthen our customer-centric culture and enhance and drive customer excellence through the delivery of more consistent approaches. This team member will work with lines of business ensuring timely response and resolution of high risk escalated customer complaints.

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
* Ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
* Wells Fargo Business Virtual Channels experience
* Prior Complaint Resolution experience

Street Address
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN

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.