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About the position
Wells Fargo is seeking a Customer Service Specialist to join our Mortgage Finance Group (MFG) team. The ideal candidate will be responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations. This role reviews all loans submitted for eligibility to the warehouse line, ensuring all collateral funded on the Warehouse Loan System is within seller and Wells Fargo guidelines. Duties may include escalation and recommendations to management as it relates to warehouse line loan level eligibility.
Responsibilities
- Participate in moderately complex support services in account management, operations, documentation, customer service and technical support
- Identify opportunities for process improvement within the customer support functional area
- Review basic or tactical routine technical issues or challenges that require research and evaluation, applications or services, product conversions, and new product development
- Present recommendations for resolving moderate to complex situations and exercise independent judgment while developing understanding of internal and external customer needs
- Provide information to customer service colleagues, relationship managers, internal partners and stakeholders, and customers to resolve customer issues
- Serve as the first point of customer contact in providing support for routine technical questions and issues
Requirements
- 2+ years of experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice-to-haves
- 2+ years of experience reviewing loan documents
- Loan processing or loan closing experience
- Experience working with high attention to detail
- Experience working successfully in a fast-paced environment
- Strong problem-solving skills
- Ability to work successfully both individually and as part of a team
- Excellent verbal, written, and interpersonal communication skills
