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 team members have the tools and training necessary for success.
The Case Advisor 1 is responsible for reviewing, analyzing and addressing complex, escalated operational and service complaints from multiple sources, including WFA Office of the President, WFA Branches and clients, among others. Under general supervision, the Case Advisor creates and maintains regulatory templates and coordinates with Branches and Home Office to develop, negotiate and deliver a resolution to clients, both verbally and in writing. This position requires direct communication with clients on the phone and the ability to draft correspondence concerning their complaints.
Please note this role requires a FINRA Series 7 to qualify for immediate registration or ability to obtain within a 90 time period if not immediately available to transfer upon hire. Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position
5+ years of experience in one or a combination of the following: customer contact or customer service in financial services, administrative support, underwriting, quality assurance, brokerage operations, client account supervision, risk, or compliance
Other Desired Qualifications
Proven ability to work in a fast-paced environment that requires a high level of accuracy
Strong Organizational Skills
Working knowledge of the following systems: BETA, SmartStation, CIV, CHAMP, Image Access
Intermediate Microsoft Office Skills
Demonstrated ability to exceed goals and interact with all levels of an organization
2+ years Brokerage Operations experience
3+ years Client Service or related business experience
1+ years Proven ability to research, compile data and perform analysis on operational complaints
1+ years Independently providing complete summaries of issues and resolution descriptions
1+ years Strong troubleshooting, resolution and reporting skills
Demonstrates strong written, verbal and interpersonal communications skills
Strong analytical skills and high attention to detail and accuracy
Perform in a deadline driven environment
Remain poised and professional in all interactions
Successful negotiation skills
Successfully completed FINRA SIE and Series 7 to qualify for immediate registration or ability to obtain within a 90 time period if not immediately available to transfer upon hire
Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT
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.
Internal Number: 5549022
About Wells Fargo
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 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo