Customer Service Representative (SAFE) 3 / Home Mortgage Servicing Dept.

Job ID: 5552154

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 & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.At Wells Fargo, we strongly believe in responsible lending principles and we know that a changing economy or unexpected events may affect our borrower's financial status. Our Home Mortgage SAFE team is responsible for identifying, reviewing, communicating and executing solutions for our loan customers. We work with customers to determine the best solution and coordinate efforts between groups within Wells Fargo to ensure seamless hand-offs to implement the solution on behalf of the customer.Job summary:The Customer Service Representative (SAFE) 3 position is responsible for engaging existing customers in conversations regarding mortgage refinance and/or purchase opportunities. This position will respond to escalated inquiries and complaints on the most complex products/services and/or from premier customers. This position is also responsible for resolving the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.Available work shifts: Shifts will be assigned based upon business need with consideration for candidate preference

6am-3pm Monday-Friday with rotational Saturday shift

7am-4pm Monday-Friday with rotational Saturday shift

8am-5pm Monday-Friday with rotational Saturday shift

9am-6pm Monday-Friday with rotational Saturday shift

10am-7pm Monday-Friday with rotational Saturday shift

11am-8pm Monday-Friday with rotational Saturday shift

Eligible for 15% differential for 50% of the shift worked after 4pm

Responsibilities may include:

Resolution of escalated and or complex inquiries or issues, including communication to internal or external customers

Communicating with other departments, managers or vendors to resolve customer issues

Contacting customers and partners to gather information to make appropriate decisions

Answers oral and written inquiries, resolves problems, and promotes products and services

Reviewing the work of and providing guidance to less experienced representatives

Offering or recommending products based on customer needs

Inbound and outbound calls

Inform existing customers of Wells Fargo Home Mortgage programs, rates, policies, underwriting requirements and procedures

Reviewing Wells Fargo Home Mortgage options

Reviewing applicable ratios (i.e. debt ratio, loan-to-value)

Evaluating and examining transactions to ensure accuracy and completeness

Assist with projects and tasks as assigned

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

Required Qualifications:

2+ years of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications:

Experience processing complex transactions and performing extensive research to resolve complex customer inquiries

Excellent verbal, written, and interpersonal communication skills

Ability to interact effectively with internal and external partners and clients/customers

Advanced 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 meet or exceed business goals and objectives, while fostering a team atmosphere

Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

Ability to exercise independent judgment to identify and resolve problems

Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

Strong analytical skills with high attention to detail and accuracy

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

Experience with mortgage servicing account management

Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting

Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management

Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective

This position requires SAFE registration at the time of employment.- Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.

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.

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.

Job Expectations:

This position requires SAFE registration at the time of employment.- Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.

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.

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.

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=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5552154&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.