Wells Fargo Research/Remediation Associate in Tempe, Arizona

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 Lending is an industry leader in supporting homeowners and consumers. Our group includes Home Lending, Personal Lending, and Wells Fargo Auto, and the professional services teams that partner with these businesses. Our foundation for success can be summarized in three beliefs: Our product is service. Our value added is financial advice and guidance. Our competitive advantage is our people. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Our Wells Fargo Auto team supports one of the nation's leading auto lenders. The team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.

This position is within the CLG Wells Fargo Auto, Office of the President, Containment and Specialized Servicing department. This role is customer facing (phone/mail/email/fax) and primarily supports the servicing of auto accounts that have been identified for remediation and/or require special handling. Superior customer service, research and problem solving skills are critical for success in this role.

Duties include: Inbound and outbound calls to customers, account research, cross department coordination/partnership, project assignments, understanding/interpretation and application of Wells Fargo Auto policies and procedures, etc.

Duties will also include:

• Thoroughly locate customer accounts in various systems and follow internal procedures, including interpreting and tracking of complaints.

• Partner with other departments to research customer inquiries and provide accurate response/resolution.

• Maintain quality and required response times for assigned projects.

• Demonstrate superior customer service skills when speaking to customers, third parties and internal business partners.

• Provide cross department support for Office of the President Intake by creating and assigning cases within department SLA guidelines.

• Exhibit superior multi-tasking abilities.

• Extensive attention to detail required.

• Have a proven track record of working independently by demonstrating success in production and high quality scores

Position Hours/Schedule: Monday-Friday with hours ranging between 5am-5pm. Must be available to work some Saturdays if needed with advance notice. Hours may change due to business need so must be flexible

Required Qualifications:

  • 3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higher

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

  • 1+ year of call center environment experience

  • Ability to maintain professional etiquette under pressure

  • Outstanding problem solving and decision making skills

  • Ability to research and resolve complex customer issues

  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment

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

  • Exposure to Wells Fargo iTop application

  • Exposure to Wells Fargo CARS application

  • Knowledge and understanding of the UW (Universal Workstation) system

  • Ability to work additional hours as needed

Job Expectations:

  • Ability to work additional hours as needed

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=5408130&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.