Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Market Job Description
About the Department
Handles inbound and outbound calls from customers and bankers regarding loan application status and decision. Provide support on general questions and requests for originations.
About the Role:
Balances exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. Customer contact is made though outbound and/or inbound calling to complete investigation. May also involve contacting third parties for research.
May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim.
Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity.
Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolving merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types.
Researches, reviews and analyzes more complex account activity and claims with higher risk and higher dollar transactions requiring research that involve multiple transaction channels and products to reach resolution using multiple systems and applications.
Monitors and reviews more complex account activity and claims that can include high risk and high dollar transactions requiring research that may involve multiple transaction channels and products.
Identifies patterns, anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk. Identifies and may participate in resolving control deficiencies in bank processes, procedures, customer or team member decisions and assigns loss accountability.
As a subject matter expert and universally skilled specialist, may provide work direction and act as an escalation point for junior level team members in more complex situations. May manage daily workflow activities for operations team including staffing and production metrics. May participate in special projects.
Market Skills and Certifications
Completed at least 2nd year in college (Bachelor's Degree course) or finished 2-3 year Associate Degree course
2+ years' experience with customer contact in financial services environment, to include 1 year experience in resolving any of the following: fraud, disputes, customer complaints/escalations
Prior experience coaching or mentoring less experienced team members.
Proven experience with listening and eliciting information effectively.
Excellent written, verbal and interpersonal skills including ability to craft customer friendly communications and emails.
Advanced PC skills including ability to troubleshoot common problems and navigate the following: Microsoft Office, internet/intranet, office business systems experience, and 10-key
Demonstrated ability to perform multiple responsibilities in a deadline driven environment through effective prioritization and time management.
Prior experience in processing complex transactions and performing extensive research to resolve complex customer inquiries.
Demonstrated success working in a team environment.
Detail oriented with excellent organizational skills and accuracy
Must be able to work with confidential or sensitive information.
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo