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. Our Home Equity team serves customers in all aspects of applying for and receiving home equity loans and/or lines of credit across the nation. This organization provides service to customers from the point of application submission, all the way to funding. The Customer Service Representative (LO) 2 answers inquiries, resolves problems, and offers products and services to our existing Home Equity customers based on their needs. Location: 7711 Plantation Road, Roanoke, VA Start date: Monday, 9/21/2020 | Paid Training: 8:30am-5pm, Monday-Friday, for approx. 6-8 weeks Available work shifts: Shifts will be assigned based upon business need with consideration for candidate preference
10:30am-7:00pm Monday-Friday (Bilingual English/Spanish queue only)
12:30pm-9:00pm Monday-Friday includes rotational 9am-3pm Saturday shift (Eligible for a 15% differential for 50% of the shift worked after 4pm!)
1:00pm-9:30pm Monday-Friday includes rotational 9am-3pm Saturday shift (Eligible for a 15% differential for 50% of the shift worked after 4pm!)
1:30pm-10:00pm Monday-Friday includes rotational 9am-3pm Saturday shift (Eligible for a 15% differential for 50% of the shift worked after 4pm!)Duties may include:
Responsible for responding to routine to complex inquiries and complaints from customers regarding consumer lending products and services
Offering or recommending products based on customer needs
Communicates with other departments, managers or vendors to resolve customer issues
Provides assistance to less experienced representatives
Reviews the work of and providing guidance to less experienced representatives
Reviews data and reports trends to managementGREAT CAREER ADVANCEMENT OPPORTUNITIES!
Progressive Career Path | Customer Service Representative (LO) 2, Customer Service Representative (LO) 3, Customer Service Representative (LO) 4, Customer Service Representative (LO) 5, Team Lead, Supervisor, and Manager! Our Customer Service Representatives have also moved on to risk, quality assurance, research/remediation, loan administration, and more!
Salary | Highly Competitive Salary!
401(k) | 6% company match!
PTO | New team members will receive 18 days paid time off PLUS 12 paid Holidays!
Tuition Reimbursement Opportunity!
Medical, Dental, Vision!
Free Parking, Cell Phone Discounts!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.
Required Qualifications
- 1+ year of experience interacting with people or customers, demonstrated through work, military, or education
Desired Qualifications
- Customer service focus with experience actively listening, eliciting information, comprehending customer issues/needs, and recommending solutions
- Excellent verbal, written, and interpersonal communication skills
- Basic 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 exercise independent judgment to identify and resolve problems
- Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Ability to work effectively in structured but flexible, adaptable and changing, call center environment
- Bilingual speaking proficiency in Spanish/English
Other Desired Qualifications
- Knowledge and understanding of Home Equity processes and procedures
- Knowledge and understanding of Home Equity applications such as: Aspect, CIV (Customer Information View), FDR (First Data Resources), Hogan/SHAW, Home Lending Portal (My Work Portal), ICMP (Imaging and Content Management Platform), PAC2000, Rekon, Trac, and/or Universal Soft Phone
Job Expectations
- 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.
VA-Roanoke: Min: $31,200 Mid: $31,500
Street Address
VA-Roanoke: 7711 Plantation Rd - Roanoke, VA
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.
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