Customer Service Representative (SAFE) 4 / Home Equity Customer Service Dept.

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

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.

At Wells Fargo, we strongly believe in responsible lending principles and we know that a changing economy or unexpected events may affect our borrower's financial status. Our Home Equity SAFE team is responsible for identifying, reviewing, communicating and executing solutions for home equity line or loan customers that are nearing or at their end of their draw period, maturing or have matured. The Customer Service Representative (SAFE) 4 works with customers to determine the best solution and coordinates efforts between groups within Wells Fargo to ensure seamless hand-offs to implement the solution on behalf of the customer.

Location: 800 S. Jordan Creek Pkwy, West Des Moines, IA
Training schedule: Monday, 2/7/2021 | Paid Training: 8am-5pm, Monday-Friday, for approx. 6-8 weeks*
Work shift: 11am-8pm Monday-Friday with rotational Saturday shift (Eligible for shift differential)
* Start date and/or work shift may change based upon business need*

Responsibilities may include: 
• 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 
• Providing assistance to less experienced team members
• Providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes
• Reviewing the work of and providing guidance to less experienced representatives
• Reviews data and reports trends to management
• Performing the operational duties of the supervisory position
• 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 
• Assist with projects and tasks as assigned

GREAT CAREER ADVANCEMENT OPPORTUNITIES!!!
• Progressive Career Path | Customer Service Representative (SAFE) 4, Customer Service Representative (SAFE) 5, Customer Service Team Lead (SAFE), Supervisor, and Manager! Our Customer Service Representatives (SAFE) have also moved on to risk, quality assurance, research/remediation, loan administration, and more!
• Highly Competitive Salary!
• Shift Differential | Earn 15% shift differential for 4 or more hours worked after 4pm!
• 401(k) | 6% company match!
• PTO | New team members will receive 18 days paid time off PLUS 12 paid Holidays!
• Tuition Reimbursement Opportunities!
• Medical, Dental, Vision!
• Free Parking, Cell Phone Discounts!

IMPORTANT INFORMATION: 
• AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS
• Once your application is received, Wells Fargo will make initial contact with you via e-mail
• Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile
• If your contact information has changed, please update prior to applying to this position
• Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo
• 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.
 

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

• 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
• Call center customer service experience in the financial services industry
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to exercise independent judgment to identify and resolve problems
• Ability to follow policies, procedures, and regulations
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to navigate multiple computer screens while working on the phone
• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Strong analytical skills with high attention to detail and accuracy
• Bilingual speaking proficiency in Spanish/English
• Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting
• Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management
• Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective

• Knowledge and understanding of Home Equity processes and procedures
• Knowledge and understanding of Home Equity applications such as: Aspect, CIV, ECMP (Enterprise Complaints Management Portal), FDR, GEM, Hogan/SHAW, Home Lending Portal, Jabber, ICMP, PAC2000, Portal, and/or Trac
 

• This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.
• Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies. The LO qualification requirements include meeting applicable financial responsibility, character, general financial fitness and criminal background standards. A current credit report will be used to assess your financial responsibility and credit fitness, however, a credit score is not included as part of the evaluation. Successful candidates must also meet ongoing regulatory requirements including additional screening, if necessary.
• Must be able to attend full duration of required training period
• Willingness to work on-site at stated location on the job opening
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• 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.

The salary range displayed below is based on a Full-time 40 hour a week schedule.

IA-West Des Moines: Min: $33,300 Mid: $44,000

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

• 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.

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.