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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Intake Specialist will handle the initial intake of customer complaints by thoroughly locating the entirety of a customer's account in various systems to ensure a complete record is provided to the Case Worker. The specialist will conduct a Pre-Risk Assessment (PRA) by reviewing complaint for regulatory and non-regulatory flags and classifying risks appropriately in the case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations. The specialist creates cases and assigns work within department SLA guidelines, reroutes complaints to other executive complaints offices or line of business complaint offices within SLA guidelines as appropriate.
3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higher
Knowledge and understanding of industry standards and practices for document taxonomy
Experience with Wells Fargo complaints management process
Risk and regulatory compliance experience
Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
Excellent verbal, written, and interpersonal communication skills
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
Call center customer service experience in the financial services industry
Ability to resolve and work through escalated and complex customer issues
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
The salary range displayed below is based on a Full-time 40 hour a week schedule.
ND-Fargo: Min: $31,100 Mid: $45,300
ND-Fargo: 400 45 St S - Fargo, ND
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.
Internal Number: 5546030
About Wells Fargo
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