Merchant Services Intake Specialist - Complaints Support

Wells Fargo & Company • Tempe, AZ

1d • Hybrid

About The Position

About this role: Wells Fargo is seeking a Merchant Services Intake Specialist to join the Merchant Services Complaints Support team, as part of the Cards & Merchant Services (CMS) organization within the Consumer Lending group. Learn more about the career areas and business divisions at wellsfargojobs.com. In this role, you will: Support internal and external customers with inquiries and complaints regarding financial products and services. Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online. Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues. are addressed while maintaining compliance with internal company requirements and standards. Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals. Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action. Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

Requirements

• 1+ year of customer contact experience in a Financial Services support environment, 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.
• Merchant services experience, or experience dealing with third parties.
• Financial services industry experience.
• Customer service focus with the ability to analyze, research, and respond to customer issues and complaints.
• Experience managing a pipeline of work from assignment to completion.
• Strong conflict resolution skills.
• Experience managing a pipeline of work from assignment to completion.
• Demonstrated ability to manage to production goals, deadlines, and various metrics.
• Experience exercising independent judgment and applying creative problem-solving techniques.
• Proven ability to develop and negotiate solutions to issues with partners or clients including escalations as needed.
• Experience taking initiative and working independently with minimal supervision.
• Strong organizational, multi-tasking, and prioritizing skills.
• Strong analytical skills with high attention to detail and accuracy.
• Excellent verbal, written, and interpersonal communication skills.

Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services.
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals.
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action.
• Serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees