Wells Fargo Careers | Customer Service Representative Job ($55,900) Phoenix, AZ

Wells Fargo

Job Description

Customer Service Representative (SAFE) 4 / Home Lending Servicing Dept

Salary: Min: $33,300 Mid: $44,000 Max: $55,900

Wells Fargo’s Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it’s buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Responsible for taking inbound calls from home equity customers and placing outbound calls as needed

• Resolution of escalated and/or complex inquiries or issues, including communication to internal or external customers

• Communicating with other departments, managers or vendors to resolve customer issues

• Contacting customers and partners to gather information to make appropriate decisions

• Answers oral and written inquiries, resolves problems, and promotes products and services

• Reviewing the work of and providing guidance to less experienced representatives

• Offering or recommending products based on customer needs

• Inbound and outbound calls

• Inform existing customers of Wells Fargo Home Equity programs, rates, policies, underwriting requirements and procedures

• Reviewing Wells Fargo Home Equity options

• Reviewing applicable ratios (i.e. debt ratio, loan-to-value)

• Evaluating and examining transactions to ensure accuracy and completeness

• Providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes

• May generate reports and/or complete project work as needed

• Assist with projects and tasks as assigned

Job Requirements

• 3+ years of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications

• Strong knowledge and understanding of bank policies, procedures, and systems

• Strong organizational, multi tasking, and prioritizing skills

• Ability to work in a fast-paced deadline driven environment

• Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues

• Excellent verbal, written, and interpersonal communication skills

• Ability to follow policies, procedures, and regulations

• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere

• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

• Ability to exercise independent judgment to identify and resolve problems

• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

• Strong analytical skills with high attention to detail and accuracy

• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Other Desired Qualifications

• Experience with home equity servicing account management

• Exposure to Wells Fargo Home Lending Servicing systems such as: CIV, ECMP (Enterprise Case Management Portal), GEM, Hogan/Shaw, Home Lending Portal, and/or ICMP

Job Details

Company Name: Wells Fargo

Employment Type: Full-time

Job Location: Phoenix, Arizona, United States

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