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Customer Service Representative (SAFE) 3 / Home Mortgage 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.
Job summary:
The Customer Service Representative (SAFE) 3 position is responsible for engaging existing customers in conversations regarding mortgage refinance and/or purchase opportunities. This position will respond to escalated inquiries and complaints on the most complex products/services and/or from premier customers. This position is also responsible for resolving the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.
Location: 800 S. Jordan Creek Parkway, West Des Moines, IA
Training schedule: Monday, 4/6/2020, 8:00am-5:00pm, Monday-Friday for approx. 6-8 weeks
Available work shifts:
--- 7:00am-4:00pm Monday-Friday
--- 8:00am-5:00pm Monday-Friday
--- 9:00am-6:00pm Monday-Friday
--- 10:00am-7:00pm Monday-Friday
--- 11:00am-8:00pm Monday-Friday
* Shifts will be assigned, and may change, based on business need
Duties may include:
--- Responsible for taking inbound calls from home mortgage customers and placing outbound calls as needed
--- Researching and resolving routine to moderately complex problems and inquiries
--- Processing routine to complex customer transactions and account maintenance
--- Offering or recommending products based on customer needs
--- May generate reports and/or complete project work as needed
IMPORTANT INFORMATION:
--- A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION
--- 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.
--- 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.

Required Qualifications

--- 2+ years of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications

--- Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
--- Excellent verbal, written, and interpersonal communication skills
--- Ability to interact effectively with internal and external partners and clients/customers
--- Advanced Microsoft Office skills
--- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
--- Ability to troubleshoot common computer problems
--- 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, and comprehending customer issues
--- Ability to exercise independent judgment to identify and resolve problems
--- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
--- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
--- Ability to navigate multiple computer screens while working on the phone
--- Strong analytical skills with high attention to detail and accuracy
--- Call center customer service experience in the financial services industry
--- Experience with mortgage servicing account management

Other Desired Qualifications

--- Exposure to Wells Fargo mortgage servicing systems such as: CIV, Fidelity MSP, GEM, ICMP, and/or Mywork Portal

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: $31,200 Mid: $41,500

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) 3 / Home Mortgage Servicing Dept., Sales , West Des Moines, Iowa

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