Customer Service Rep 2
Wells Fargo - Franklin, TN

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Job Title:
Customer Service Rep 2

Requisition Number:

Schedule Type:

Work Hours:

Telecommute Option:
Not Indicated


Job Description

Together we'll go far! Wells Fargo Home Mortgage is the nation s leading mortgage lender. We are driven to provide exceptional home loan service to consumers and business partners. With a strong, nationwide branch network, we strive to offer the very best platforms, technology, tools, and compensation. At Wells Fargo, we foster an inclusive, customer focused work environment where innovation is encouraged and performance rewarded. We invest in you, develop your talents, and help you maximize your potential. If we want to be successful in today's world, we must be as diverse, in every respect, as the customers and communities we serve. We have an immediate opening for a Customer Service Representative. This individual is responsible for responding to escalated inquiries and complaints on the most complex mortgage products/services and/or from premier customers. Resolves the most complex escalation items such as: research of customer issues, inquiries and complaints from customers and on-line transaction processing. Duties may include: communicating with other departments to resolve customer issues; providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing work of and providing guidance. Reviews data and reports trends to management. May be responsible for performing the operational duties of the supervisory position. Works on special projects as assigned. Bi-lingual job seekers are encouraged to apply.

Basic Qualifications

1+ years customer service experience and 1+ years computer experience.

Minimum Qualifications

Customer service focused. Proven experience with listening and eliciting information effectively. Demonstrated excellent verbal and written communications skills. Strong PC skills including ability to troubleshoot common problems and navigate the internet/intranet.

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.

Skills/competencies; - Demonstrated excellent verbal and written communication skills - Demonstrated PC skills including Microsoft Office Suite and the ability to use database marketing - Demonstrated customer service skills Physical requirements: - Ability to move 15+ pounds - Ability to operate a moving vehicle or have access to transportation - Ability to stand/sit/walk for 6-8 hours a day Education: - High school education or equivalent

Preferred Skills

Mortgage industry experience - Bi-lingual skills - Bachelor s degree

About this company
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Wells Fargo & Company is a financial holding company and a bank holding company. It is a diversified financial services company. It...