Customer Service Representative 2

Job Description

Our foundation for success can be summarized in three beliefs:

Our product is service.

Our value added is financial advice and guidance.

Our competitive advantage is our people. It all begins with outstanding talent.

In Wells Fargo’s Consumer Lending Group (CLG), we’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what’s needed to succeed. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses and other key partners.

Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance)

Our Mortgage team supports the nation’s leading originator and servicer of residential mortgages.

Responsible for responding to routine inquiries and complaints from internal and external customers regarding financial products and services. Duties include: processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives. Duties may also include: offering or recommending products based on customer needs, account maintenance, report generation, and project work.

  • * First shift hours: 7am-4pm, 8am-5pm, and 9am-6pm shifts. All shifts are Monday-Friday and include a rotating Saturday from 9am-2pm. **

Required Qualifications

  • 1+ year of experience interacting with people or customers

Desired Qualifications

  • Ability to effectively listen and elicit information
  • Excellent verbal, written, and interpersonal communication skills
  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems

Other Desired Qualifications

  • Ability to effectively listen and elicit information
  • Excellent verbal, written, and interpersonal communication skills
  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems
  • Experience resolving and working through escalated and complex customer issues
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment
  • Ability to sit for extended periods of time wearing a telephone headset
  • Knowledge and/or experience with Wells Fargo products and services
  • Knowledge and/or experience with mortgage servicing software and/or systems
  • Bilingual English/Spanish oral communication skills
  • HS Diploma or equivalent

Job Expectations

  • 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.

Street Address

IA-West Des Moines: 800 S Jordan Creek Pkwy – West Des Moines, IA

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.

0035540 WF CONSLNDG GRP


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