Branch Product Support Representative

Wells Fargo Bank • Phoenix, AZ

4d • 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 supports branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls. The representative will provide expertise, resources, and procedural support, enabling partners to make recommendations on products and services that best align with customer needs. The role involves performing moderately complex customer support tasks, including consumer branch policy and procedure review with a focus on accuracy and risk mitigation. Representatives receive direction from leaders and escalate non-routine questions while developing knowledge of function, policies, procedures, and compliance requirements. They interact with their immediate team and internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions. Regular direction is received from supervisors, and questions and issues are escalated to more experienced roles. The role also involves establishing and maintaining positive business relationships with internal partners and performing routine administrative, transactional, operational, and customer support tasks. This includes delivering first contact resolution for critical transactions such as wire transfers, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance when necessary. Proactive feedback is provided for time-sensitive requests related to outages, issues, and updates, and recommendations are made 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
• Paid training

What This Job Offers

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