WELLS FARGO BANK Hiring for Merchant Services Customer Service Specialist Job at Charlotte, NC Full Time

Wells Fargo is seeking a Customer Service Specialist in Merchant Services Operations as part of Consumer Lending.

In this role, you will:

• 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

Required Qualifications, US:

• 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

Desired Qualifications:

• Client support experience
• Ability to identify creative solutions to support service quality initiatives
• Knowledge and understanding of back-office support in the financial industry
• Ability to support many high priority, high complexity, and high-risk efforts simultaneously
• Experience managing a pipeline of work from assignment to completion
• Account management experience
• Excellent verbal, written, and interpersonal communication skills
• Ability to exercise independent judgement to identify and resolve problems
• Ability to process complex transactions and perform extensive research to resolve complex customer issues
• Ability to research and resolve complex customer issues
• Merchant service experience strongly desired
• Strong analytical skills with high attention to detail and accuracy
• Ability to manage high volume of customer account pipeline
• Ability to be proactive, innovative and creative in meeting customer and enterprise needs
• Experience navigating through ambiguity
• Ability to effectively listen and elicit information
• Ability to interact with integrity and a high level of professionalism with all levels of team members and management
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Ability to work effectively, as well as independently, in a team environment

Posting location:

• 800 S Jordan Creek Pkwy West Des Moines, IA 50266
• 1655 Grant St. Concord, CA 94520
• 8740 Research Dr. Charlotte, NC 28262

**Required locations for this position is listed above. Candidate must reside within a reasonable commute to one of posting site locations.**

Pay range:

• Concord, California – Pay Range: $52,900 – $94,100 Annually

Bonus:

• May be considered for a discretionary bonus, Restricted Share Rights, or other long-term incentive awards.

Transition work schedule:

• Team is currently working on a hybrid model, required to be in office 3 days a week and 2 days from home.
• Hours are 8am – 5pm or 9am – 6pm, Monday – Friday

**Job posting may come down early due to volume of applicants**

Pay Range

$48,100.00 – $85,500.00 Annual

Benefits

• Information about Wells Fargo’s employee benefits

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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.