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Exec Office Case Specialist 1

Company: Wells Fargo
Location: Charlotte
Posted on: January 17, 2020

Job Description:

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.The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and pro actively identifying continuous opportunities that are engineered to improve our customers experience and drive out dissatisfaction.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve customers through approximately 6,000 branches and 13,000 ATMs in 39 states and the District of Columbia. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. Weve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.As America's #1 lender to small businesses, Small Business Lending serves more than half a million customers and offers a suite of business credit options that include business credit cards, unsecured lines of credit, term loans, and commercial real estate financing.The Small Business Executive Office Team is looking for talented individuals to support researching, resolving, and responding to escalated inquiries, complaints, and disputes on all Small Business Lending products and accounts. With a focus on solving escalations, completing a root cause analysis, looking for risks to the business, and recommending improvements to the process/procedures used in Small Business Lending; the team partners with various departments and Resolution Teams outside and within the business to resolve escalated and complex issues. May communicate with others (including customers, merchants, clients, executives, agencies, regulatory/governmental representatives, bankers) to ensure resolution of matters. Ensures identified risks and/or problems are clearly documented. Other duties may include ad-hoc or project work related to remediation.Position Hours: Hours of Operation are Monday - Friday 7:00am - 6:00pm PST. Must be flexible to work any schedule within those business hours.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 higherDesired Qualifications:
    • Intermediate Microsoft Office skills
    • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
    • Excellent verbal, written, and interpersonal communication skills
    • A BS/BA degree or higher
    • Contact center experience
    • Experience interacting positively with difficult or irate customers
    • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
    • Ability to follow policies, procedures, and regulations
    • Ability to manage a pipeline of work from assignment to completion
    • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
    • Ability to research and correspond with customers, responding to their questions and concerns with detailed information
    • Exposure to Wells Fargo Small Business Lending Operations systems such as: CPS, FDR, or BCS
    • Knowledge and understanding of Small Business Lending Operations products and servicesHow to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5529506&PostingSeq=1.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.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.

Keywords: Wells Fargo, Charlotte , Exec Office Case Specialist 1, Administration, Clerical , Charlotte, North Carolina

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