Boots to Banking - Branch Product Support Representative

Wells Fargo & Company•San Antonio, TX

3d•Onsite

About The Position

Wells Fargo is seeking a Branch Product Support Representative in Banker Connection as part of Consumer Banking and Lending (CBL). Learn more about the career areas and lines of business at wellsfargojobs.com. Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. Join us! In this role, you will: 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.

Requirements

1+ year of Branch or Customer Service support 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
This position is not eligible for Visa sponsorship.

Nice To Haves

Military experience researching and assessing questions, process, and procedures to make recommendations on solutions.
Military experience with tracking information in multiple computer systems with high level of accuracy.
Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
1+ years of financial customer service experience
Complex problem-solving skills
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
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.