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.
Consumer and Small Business Banking is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The Consumer and Small Business Banking organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers.
Responsible for reviewing, researching, processing, and responding to complex and escalated written and phone inquiries from customers, title companies, vendors, and internal personnel pertaining to loans and various areas of within loan servicing. Functions include: ordering, reviewing, processing, renewing, maintaining, and coordinating loan disbursements, payoffs, demands and payment requests; payment and invoice research; reviewing loan documentation terms and conditions; monitoring loan draw requests; reviewing completed disbursement audits; reviewing loan reconciliations; reviewing reports from lower level specialists; ensuring all procedures are in compliance with government regulations and company policies; Input data and process information into the system of record; may perform procedures related to advances and pay downs, funds wiring and disbursement process, and processing of payment requests. Within the commercial business is responsible for cash management transactions, intake activities and collateral management. OR Provides work direction to a team of Loan Servicing Specialists, ensuring units work is completed on time and accurately by planning, coordinating and monitoring daily activities. Acts as an escalation point for specialists to resolve issues and provide training.
Duties may also include:
Take inbound call into the SOS Queue
Research complex inquiries from customers and internal team members
Add or remove mortgage insurance products from a loan
Providing production support as needed
2+ years of experience in one or a combination of the following: customer service, loan administration, collections, or sales environment demonstrated through work or military experience
Intermediate Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Strong analytical skills with high attention to detail and accuracy
Excellent verbal, written, and interpersonal communication skills
Other Desired Qualifications
1+ year of call center environment experience
Ability to manage to production goals, deadlines, and various metrics
Ability to develop partnerships and collaborate with other business and functional areas
Advanced Microsoft Office (Word, Excel, and Outlook) skills
Ability to correspond with customers, responding to their questions and concerns with detailed information
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues
Experience resolving and working through escalated and complex customer issues
Researching complex inquiries
Adaptability and flexibility
1+ year of FHA/VA experience
Understanding of appraisals and BPO
Knowledge of Portal, GEM, CHUCKY, FHAST, PMI Deletes, ICMP, MSP, Compass, and FHA Connection
Mortgage Customer Service, Escrow, or Private Mortgage Insurance experience
This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
MN-Minneapolis: 2701 Wells Fargo Way - Minneapolis, MN
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: 5552695
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