Overview

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 Banking* is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what’s needed to succeed.
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 team is responsible for identifying, reviewing, communicating and executing solutions for home equity line or loan customers that are nearing or at their end of their draw period, maturing or have matured. 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.
*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
* Providing assistance to less experienced team members
* Providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes
* Reviewing the work of and providing guidance to less experienced representatives
* Reviews data and reports trends to management
* Performing the operational duties of the supervisory position
* Offering or recommending products based on customer needs
* Inbound and outbound calls
* Inform existing customers of Wells Fargo Home Equity programs, rates, policies, underwriting requirements and procedures
* Reviewing Wells Fargo Home Equity 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
*HOURS:* 10:00am – 7:00pm Monday – Friday with rotating 8:00am – 2:00pm Saturday shift. Position requires the flexibility to work additional hours to support business needs.
* START DATE:* Monday, 7/22/19, with 6 weeks paid training from 8:00am – 5:00pm Monday – Friday.
* LOCATION: *800 South Jordan Creek Parkway, West Des Moines, IA
*Great Career Advancement Opportunities!!!*
* * Progressive Career Path:* Customer Service Representative (SAFE) 4, Customer Service Representative (SAFE) 5, Customer Service Team Lead (SAFE), Supervisor, and Manager! Our Customer Service Representatives (SAFE) have also moved on to risk, quality assurance, research/remediation, loan administration, and more!
* * Highly competitive salary*
* * Shift Differential:* Can earn 15% shift differential for 4 or more hours worked after 4:00pm
* * 401(k)* offered with a 6% company match
* * Paid time off:* New team members will receive 18 days paid time off plus 10 paid holidays
* * SHARE Team Member Referral Program: *Refer an external candidate that turns in to a full-time team member (30 or more hours) and receive a $1000 referral bonus
* * Tuition reimbursement* opportunities
* * Medical, Dental, Vision*
* * Free parking and cell phone discounts*
*Important notes:*
* / *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.
* 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.
* 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.
Required Qualifications:
* 3+ year of experience interacting with customers
Desired Qualifications:
* Strong knowledge and understanding of bank policies, procedures, and systems
* Strong organizational, multi tasking, and prioritizing skills
* Ability to work in a fast-paced deadline driven environment
* Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
* Excellent verbal, written, and interpersonal communication skills
* Knowledge and understanding of home equity or mortgage processes
* Ability to follow policies, procedures, and regulations
* Ability to navigate multiple computer screens while working on the phone
* Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
* Ability to exercise independent judgment to identify and resolve problems
* Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
* Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
* Ability to work effectively in structured but flexible, adaptable and changing, call center environment
* 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.
* Must be able to attend full duration of required training period
* 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 r


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