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.
Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As 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.
CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.
Our Online Nonfraud Claims Phone Team located in Salt Lake City, UT is looking for extraordinary candidates who can demonstrate excellent customer service, problem-solving and research skills to become part of a dynamic team providing customer support over the phone and in writing.
You receive inbound calls from our internal and external customers who have questions and issues with Zelle or BillPay Online Banking transfers and assist them with filing an inquiry or Online Claim. You need the ability to handle escalated customers in a call center environment, conduct investigative research, and provide written correspondence to customers.
Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research. You may utilize strong communication (verbal and written) skills to establish rapport with customer to deescalate difficult and sensitive information as a part of resolving a claim. You mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. You review and verify customer transactions to detect policy violations and resolve disputes in order to mitigate and recover losses. May be responsible for multiple claim types. You monitor and review complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications. May identify control failures in bank processes, procedures, customer or employee decisions. May participate in special projects. Additional duties may include: closing and reissuing accounts, researching, placing holds and restraints, reversing fees, and referring accounts for suspected elder abuse, identity theft, and account misuse.
Training Class Start date: Tuesday, 1/18/22
Training will be (6 weeks paid) from Monday - Friday; 8:00 AM to 4:30 PM MST
Working Schedule: Monday - Friday, 8 hour days with 30 minutes lunches, start times at 7 AM, 8 AM, 9 AM, and 10 AM.
However, schedule subject to change based on business needs and will fall into the hours of operation. Flexibility of schedule is an expectation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.
Location: 5201 Amelia Earhart Drive, Salt Lake City, UT Positions require the ability to work on site.
CAREER ADVANCEMENT OPPORTUNITIES! Progressive Career Path! You will have the opportunity to participate in a career growth program to help you achieve your development and career goals.
Highly competitive salary. Benefit packages include medical, dental and vision plans for employee and family. 401K plan. Up to 30 paid days off annually, to include 10 bank holidays and 2 personal holiday. Tuition Reimbursement program.
The salary range displayed below is based on a Full-time 40 hour a week schedule.
UT-Salt Lake City: Min: $33,300 Mid: $40,800
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.