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Wells Fargo Executive Office Case Specialist 2 in West Des Moines, Iowa

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.

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 8,050 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 38 countries and territories to support customers who conduct business in the global economy. With approximately 265,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 26 on Fortune's 2018 rankings of America's largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

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

The Enterprise Complaints team is responsible for complaint management for escalated complaints for the Wholesale Executive Office. This includes small-to-medium size businesses, and large, commercial or wholesale businesses. Our team meets the needs of our customers from Commercial Banking, Corporate and Investment Banking, Commercial Capital, Commercial Real Estate, Investment Portfolio, Treasury Management, and Merchant Services.

Incumbent is responsible for the intake, research, and resolution of escalated complaints within the Enterprise Complaints Wholesale division. This candidate will ensure prompt and resolute management of the complaints process, and must adhere to regulatory guidelines, internal policies, Risk and Enterprise Compliance. Further, he/she will support our critical efforts to strengthen our customer-centric culture and enhance and drive customer excellence through the delivery of more consistent approaches. This team member will work with lines of business ensuring timely response and resolution of high risk escalated customer complaints.

Please note: 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

  • 5+ years of experience in customer contact, customer service, or a combination of both in financial services; or 6+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance

Desired Qualifications

  • Advanced Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

  • Ability to interact with all levels of an organization

  • Ability to work in a fast paced deadline driven environment

Other Desired Qualifications

  • Wells Fargo Wholesale experience

  • Prior complaint resolution experience

  • Self Starter who is able to work independently

  • Possess strong time management and organizational skills with the ability to engage in multiple initiatives/projects at once

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.

Company: Wells Fargo

Req Number: 5556951

Updated: 2020-11-23 22:18:42.061 UTC

Location: West Des Moines,Iowa

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