Branch Product Support Representative

Wells Fargo & Company • Phoenix, AZ

1d • Hybrid

About The Position

Wells Fargo is seeking a Branch Product Support Representative in Banker Connection as part of Consumer Banking & Lending (CBL). This role is within a company known for its “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. Wells Fargo ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. The company offers competitive salaries and a generous benefits package. In this role, you will support Branch Product Support and seek ways to improve processes within established procedures. You will support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls. You will provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align with the customer's needs. You will perform moderately complex customer support tasks, including consumer branch policy and procedure review with a focus on accuracy and risk mitigation. You will receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements. You will interact with your immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions. You will regularly receive direction from your supervisor and escalate questions and issues to more experienced roles. You will establish, develop, and maintain positive business relationships with internal partners. You will perform routine administrative, transactional, operational, and customer support tasks. You will deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary. You will proactively provide feedback to time-sensitive requests related to outages, issues, and updates. You will provide recommendations and information needed to update policies and procedures.

Requirements

• 1+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• 1+ years of customer service experience
• Experience resolving and working through complex issues
• Good PC skills with the aptitude to learn new systems quickly
• Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
• Ability to effectively listen and elicit information
• Good verbal, written, and interpersonal communication skills
• Strong attention to detail and accuracy skills
• Solid problem-solving skills
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Responsibilities

• Support Branch Product Support and seek ways to improve processes within established procedures
• Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls
• Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs
• Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation
• Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements
• Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions
• Regularly receive direction from supervisor and escalate questions and issues to more experienced roles
• Establish, develop, and maintain positive business relationships with internal partners
• Perform routine administrative, transactional, operational, and customer support tasks
• Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary
• Proactively provide feedback to time sensitive requests related to outages, issues, and updates
• Provides recommendations and information needed to update policies and procedures

Benefits

• Competitive salaries
• Generous benefits package
• Continuous coaching and development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed