Branch Operations Support Rep - Contact Center

Why Wells Fargo:

Are you ready for the next step in your career? This is where it begins - at a company known for our "Well Life" approach to supporting employees' career aspirations, work-life balance, and mental and physical health. We 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. We're especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees' financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role:

Wells Fargo is seeking a Branch Operations Support Representative to join our fast paced and exciting environment in our Contact Center supporting Banker Connection as part of Consumer, Small & Business Banking. This position provides support to our internal branch employees regarding consumer account transactions, procedures, system navigation, and issues, including escalations for complex issues and consumer document review.

Learn more about your next career opportunity and explore more lines of business at wellsfargojobs.com.

In this role, you will:

• 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.

Training and Schedule:

• We provide our employees with continuous coaching and development which enhances their ability to provide exemplary service and fosters career growth.
• We are hiring for full time positions, 40 hours a week. Weekday hours are between 7:30am-7:30pm (CENTRAL TIME) and Saturday hours are 8:00am to 4:00pm (CENTRAL TIME).
• A typical starting shift is M-F 9:30am to 6:30pm, a set day off during the week, and working every Saturday is required to start with the opportunity for some Saturdays off in the future.
• Saturday shifts will be 4, 5, or 6 hours in duration. As a result, weekday shifts may be longer than 8 hours to accommodate a shorter shift on Saturdays. Shifts are assigned based on business need.
• Training classes start 02/24/2025 in Phoenix, AZ. Training hours will be 8:30am-5:00pm (LOCAL TIME), Monday-Friday.
• You are required to attend the full duration of this paid 8 to 9 weeks of training.

Required Qualifications:

• 2+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years of customer service experience
• Experience resolving and working through complex issues
• Excellent 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
• Excellent 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, contact center environment
• Experience within financial services or a branch banking environment

Job Expectations:

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

Posting Location:

• 2222 W. Rose Garden Lane- PHOENIX, AZ 85027

Posting End Date:
30 Jan 2025
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.