Associate Customer Service Representative

**Associate Customer Service Representative - Home Mortgage Customer Service Dept.**

Location: Phoenix, Arizona **Job ID** R-127127 **About this role:**

Wells Fargo Home Mortgage is seeking an Associate Customer Service Representative. Imagine yourself working in a fast-paced call center where you will have the opportunity to provide outstanding service and make a difference in the lives of our Home Mortgage customers

**In this role, you will:**

* Support customers with inquiries on financial products and services

* Identify ways to improve customer experience within established procedures

* Perform routine customer support tasks by responding to and resolving customer inquiries and complaints

* Receive direction from customer service supervisor

* Escalate questions and issues to more experienced representatives

* Interact with immediate customer service team as well as internal and external customers on incoming questions and concerns

****Required Qualifications, US:****

* 6+ months of customer service, financial services or contact enter experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

****Desired Qualifications:****

* Ability to follow policies, procedures, and regulations

* Ability to meet or exceed business goals and objectives, while fostering a team atmosphere

* Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

* Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues

* Ability to exercise independent judgment to identify and resolve problems

* Ability to work effectively in structured but flexible, adaptable and changing, call center environment

* Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

* Ability to navigate multiple computer screens while working on the phone

* Strong analytical skills with high attention to detail and accuracy

* Call center customer service experience in the financial services industry

* Experience with mortgage servicing account management

* Exposure to Wells Fargo mortgage servicing systems such as: CIV, ECMP (Enterprise Complaints Management Portal), GEM, Home Lending Portal, and/or ICMP

* Bilingual speaking proficiency in Spanish/English

* Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources, or military recruiting

* Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management

* Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective

****Job Expectations:****

* Must be able to attend full duration of required training period

* Willingness to work on-site at stated location on the job opening

* Ability to work nights, weekends, and/or holidays as needed or schedule

* This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

**Location:** 11601 North Black Canyon Highway, Phoenix, AZ 85029

**Training schedule:** Monday, April 11, 2022, 8am-5pm, Monday-Friday for approx. 6-8 weeks*

**Available work shifts:**

* 9am-6pm Monday-Friday

* 10am-7pm Monday-Friday

* 10:30am-7:30pm Monday-Friday

* 12pm-9pm Monday-Friday**

* Start date and/or work shift(s) may change based upon business need

** Eligible for shift differential

**WELLS FARGO OFFERS GREAT CAREER ADVANCEMENT OPPORTUNITIES**

* Progressive career path: Customer Service Representative, Senior Customer Service Representative, Lead Customer Service Representative, and Customer Service Associate Manager

* Salary: Highly competitive salary

* 401k: 6% company match

* Paid time off: 18 days of Paid Time off PLUS 10 paid Holidays

* Eligible to earn $250+ through our Employee Referral Program

* Additional Benefits: Medical, Dental, Vision, tuition reimbursement, free parking, cell phone discounts, and so much more

**IMPORTANT INFORMATION:**

* A PRE-EMPLOYMENT ASSESSMENT IS REQUIRED FOR THIS POSITION

* AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS

* Once your application is received, Wells Fargo will make initial contact with you via e-mail

* Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile

* If your contact information has changed, please update prior to applying to this position

* Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

* This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

**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 units 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, or national origin.

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.

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