Research/Remediation Rep 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 Payments, Virtual Solutions and Innovation (PVSI), 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 PVSI team includes Consumer Credit Card, Retail Services, Consumer Deposits, Treasury Management, Merchant Services, Wells Fargo Virtual Channels, and Innovation including the professional services teams that partner with these businesses and other key partners.

Within the Operations team our Operations Services and Delivery team supports and provides processing activities for customer transactions, fulfillment, account maintenance and reconcilement and research for internal and external customers. Our environment is energetic and innovative; we are committed to providing superior service, and we work to achieve Wells Fargo's business goals.

The Deposit Product Support Services (DPSS) Escalations and Research team has a Research/Remediation Rep 2 position available. The Escalations and Research team provides centralized support for internal research and partner escalations. This support involves researching and responding to research requests, time sensitive maintenance and customer complaints received through the PAC2000 system and providing phone support to internal partners. This group is also responsible for processing requests other DPSS departments cannot complete due to missing/incomplete requirements. They will contact the banker by phone or e-mail for clarification to resolve issues.

Written correspondence takes place to provide a timely and accurate resolution. This is a customer focused position that requires attention to detail and ability to provide solutions that effectively meet our customer's needs.

Duties of this position include: conducting investigative steps to fully identify the issues, processing complex transaction on-line (including monetary and non-monetary actions), researching product information, terms, contracts, and resolving complex problems and inquires. This position handles incoming correspondence in accordance with external and internal policies and procedures.

The hours for this position will be 8:00am-5:00pm or 8:30am-5:00pm CST. Schedule is based on business needs and overtime may be required.

Please note the posting duration may be shortened based on job seeker volume

Required Qualifications

  • 1+ year of customer service experience
  • 1+ year of financial services experience

Desired Qualifications

  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • Outstanding problem solving and decision making skills
  • Ability to research and resolve complex customer issues
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to take an active role in the education, mentoring and training of less experienced team members
  • Strong attention to detail and accuracy skills
  • Ability to assess current processes/procedures and make recommendations for efficiency

Other Desired Qualifications

Knowledge of Deposit Product Support Services (DPSS) processes and systems


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.


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