Branch Product Support Representative

Wells Fargo•Phoenix, AZ

3d•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 part of 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.

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
Ability to work shifts within the business hours of operation as outlined above
Must be able to attend full duration of required training period

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.