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

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 16, 2020

Job Description:

Job Description

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 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. Join our diverse and inclusive team where you?ll feel valued and inspired to contribute your unique skills and experience.

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

Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We?ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

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 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. We work with customers to determine the best solution and coordinate efforts between groups within Wells Fargo to ensure seamless hand-offs to implement the solution on behalf of the customer.

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

Location: 800 S. Jordan Creek Pkwy, West Des Moines, IA
Start date: Monday, 3/30/2020 - Paid Training: 8am-5pm Monday-Friday for approx. 6 weeks
Work shift: 9am-6pm and/or 10am-7pm Monday-Friday with rotating 8am-2pm Saturday shift
(Shifts will be assigned and are subject to change based upon business need)

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!
--- SHARE Team Member Referral Program - Refer an external candidate that turns in to a full-time team member (30 or more hours) and receive a $1000 referral bonus!!
--- Tuition Reimbursement Opportunities!
--- Medical, Dental, Vision!
--- Free Parking, Cell Phone Discounts!

IMPORTANT INFORMATION:?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

Required Qualifications

--- 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 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 structured but flexible, adaptable and changing, call center environment
--- Knowledge and understanding of home equity or mortgage processes

Other Desired Qualifications

? Exposure to Wells Fargo home equity servicing programs/systems such as: Aspect, CIV (Customer Information View), FDR, Hogan/SHAW, ICMP, PAC2000, Portal, Rekon, Trac, and/or Universal Softphone

Job Expectations

--- 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.

Salary Information

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

IA-West Des Moines: Min: $32,100 Mid: $44,000

Street Address

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

Disclaimer

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.

Keywords: Wells Fargo Bank, West Des Moines , Customer Service Representative (SAFE) 4 / Home Equity Servicing Dept, Accounting, Auditing , West Des Moines, Iowa

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