Wells Fargo Research/Remediation Analyst 1 - Executive Office in Sioux Falls, South Dakota

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. We value and promote diversity and inclusion in all aspects of business and at all levels. Success comes from inviting and incorporating diverse perspectives.

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

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.

This position is within the CCS Servicing & Collections Executive Office supporting Executive, Agency and Line of Business customer complaints. This position supports EFS/Student Loans products.

Duties will include:

1.Thoroughly research and resolve complaints Agency, Executive and Line of Business written and verbal complaints

2.Manage case load and ensure adherence to service levels

3.Monitor a phone line for incoming calls escalations and monitor personal queue for incoming written escalations

4.Demonstrating superior customer service skills when resolving complaints orally and in writing

5.Demonstrating independent critical thinking skills when researching and resolving complaints

6.Solving complex customer concerns and determine root cause origin

7.Working independently and demonstrating success in high production and quality scores

8.Exhibiting business knowledge by understanding policies and having experience in the origination and servicing system of records

9.Building and maintaining relationships with business partners

10.Having superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations

Work Schedule : Monday – Friday - 8 hour shift hours varies between the business hours of 7am-7pm

Required Qualifications:

  • 4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance

Desired Qualifications:

  • Intermediate 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 maintain professional etiquette under pressure

  • Ability to identify risk factors and provide alternatives to mitigate-- --

  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues

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

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5454955&PostingSeq=1.

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.

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.