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.

The Executive Office Case Specialist 1 independently logs, researches, routes or responds to escalated or urgent requests regarding Life Events or complaints that are high visibility, high risk and/or regulatory in nature.

Duties may include:

* exception processing of acknowledgement 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

Department hours of operation are: Monday Friday, 8:00 am 5:00 pm.

***Depending on the volume of applications received, this job posting may be removed prior to the indicated close date***

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
* Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
* Ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Intermediate Microsoft Office (Word, Excel, and Outlook) skills
* Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
* Excellent verbal, written, and interpersonal communication skills
* Experience resolving and working through escalated and complex customer issues
* Solid critical thinking skills
* Strong analytical skills with high attention to detail and accuracy
* Outstanding problem solving and decision making skills
* Strong time management skills and ability to meet deadlines
* Risk management and mitigation experience
* Ability to work independently

Other Desired Qualifications
* Experience with Wells Fargos Enterprise Complaint Management Portal (ECMP)
* Experience with Wells Fargo systems like NICE, MARS, DIPR, CIV or the Home Lending Work Portal

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.