Executive Office Case Specialist 1

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.
The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

Duties may include: Exception processing of acknowledgment letters conducting investigative steps to identify issues and working with internal partners to resolve; identifying trends and providing feedback/reporting to the appropriate party.

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.

Please note: 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.

• 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

• Ability to correspond with customers, responding to their questions and concerns with detailed information
• Ability to interact with all levels of an organization
• Ability to manage a pipeline of work from assignment to completion
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
• Ability to work effectively, as well as independently, in a team environment
• Ability to work independently
• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Solid critical thinking skills
• Strong analytical skills with high attention to detail and accuracy
• Experience resolving and working through escalated and complex issues
• Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures
• Strong time management skills and ability to meet deadlines
• Knowledge and understanding of Wells Fargo Enterprise Complaints Policy

• 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
• Business Banking, Commercial Banking, Business Virtual Channels, Treasury Management, and/or Merchant Services experience
• Prior Complaint Resolution experience
• Ability to interact with all levels of an organization
• Possess strong time management and organizational skills with the ability to engage in multiple
• initiatives/projects at once

The salary range displayed below is based on a Full-time 40 hour a week schedule.

IA-West Des Moines: Min: $41,600 Mid: $57,800 Max: $74,000
MN-Shoreview: Min: $41,600 Mid: $57,800 Max: $74,000

IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA
MN-Shoreview: 1801 Parkview Dr - Shoreview, MN

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.

Benefits

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