Customer Service Representative

Customer Service Representative

Wells Fargo is seeking a Customer Service Representative in Operations Payments as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

In Wells Fargo's Automated Clearing House (ACH) Operations, we succeed through the dedication of our team; providing team members with the tools, the training, and the opportunities to achieve their full potential. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The ACH team includes File Processing, Service Delivery, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support.

This position is within the ACH Service Delivery team, supporting our customers and business partners by independently responding to ACH related customer research requests, problems, and issues, assuming end to end ownership of each case. The Service Delivery Team supports inquiries from internal and external customers and business partners within a call center environment.

Duties & Responsibilities:

• Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner.
• Prepare and maintain a record of all inquiries and investigations.
• Investigate and research more complex data and problems by gathering and analyzing appropriate information.
• Partner with appropriate resources to seek out solutions to problems.
• Research and resolve problems within established department timeframes.
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion.
• Communicate resolution to the appropriate party in a timely manner.

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years financial services experience
• Call center customer service experience in the financial services industry
• Ability to coordinate completion of multiple tasks and meet aggressive time frames
• Ability to effectively listen and elicit information
• Ability to interact with all levels of an organization
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Good PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Strong data entry and attention to detail skills
• Strong research and documentation skills
• Knowledge and understanding of service level agreement process
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work effectively in a team environment and across all organizational levels; where flexibility, collaboration, and adaptability are important
• Ability to work in a fast-paced deadline driven environment
• Strong organizational, multi-tasking, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills
• Solid problem analysis and resolution skills
• Strong analytical skills with high attention to detail and accuracy
• Exposure to Wells Fargo ACH (Automated Clearing House) System
• Accredited ACH Professional (AAP)

Job Expectations:

• Must be able to attend full duration of required training period (Approx. 60 days)
• Must work on-site at the location posted (3-day/week in-office requirement)
• Work Schedule Monday-Friday 8:30am-5pm CT

Location: 600 S 4th St. Minneapolis, MN 55415

Pay Range: $21.63 - $27.40

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.