Executive Office Case Specialist 1 - HBCU/Latinx

Job ID: 5554323Important 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.Independently logs, researches, routes or responds to escalated or urgent requests regarding Life Events or complaints that are high visibility, high risk and/or regulatory in nature.Duties may include: exception processing of acknowledgement letters conducting investigative steps to identify issues and working with internal partners to resolve; identifying trends and providing feedback/reporting to appropriate party; uploading of Wells Fargo response to a customer facing Regulatory Portal which requires special handling and/or imaging/uploading documentation to other repositories as required; reviewing new correspondence and existing cases to identify related issues; establishing case files or redirecting requests to the applicable business group; mitigating risk by identifying key information and ensuring compliance guidelines are met; logging requests or complaints; reviewing incoming correspondence from customers, attorneys, third parties or regulatory/governmental representatives and other agencies; performing intake to determine appropriate course of action; performing research and reviewing existing cases to identify related issues.Target start date: January 2021 or June 2021Required Qualifications:3+ years of experience in customer contact, customer service, or a combination of both in financial services; or 4+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance; or military; or a BA/BS degree or higher

Desired Qualifications:Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Excellent verbal, written, and interpersonal communication skills

Experience resolving and working- through escalated and complex issues

Highly refined and professional verbal and written communications

Solid critical thinking skills

Strong analytical skills with high attention to detail and accuracy

Outstanding problem solving and decision making skills

Risk management and mitigation experience

Ability to work independently

Ability to work in a fast paced deadline driven environment

Strong time management skills and ability to meet deadlines

Ability to work nights, weekends, and/or holidays as needed or scheduled

Willingness to work on-site at stated location on the job opening

Job Expectations:Ability to work nights, weekends, and/or holidays as needed or scheduled

Willingness to work on-site at stated location on the job opening

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=5554323&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.