About this role:

Wells Fargo is seeking a Customer Service Representative in Payments Operations as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com. In Wells Fargo’s Automated Clearing House (ACH) Operations, we succeed through the dedication of our team; providing team members with the tools, the training, and the opportunities to achieve their full potential. We value every aspect of our business and every level of our organization. The ACH team includes File Processing, Service Delivery, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support.

This position is within the ACH Service Delivery team, supporting our customers and business partners by independently responding to ACH related customer research requests, problems, and issues, assuming end to end ownership of each case. The Service Delivery Team supports inquiries from internal and external customers and business partners within a call center environment.

Duties & Responsibilities:

• Research and manage inbound internal and external customers telephone, fax, or other service requests in a timely manner 
• Access, prepare and maintain a record of all customer inquiries and investigations with accuracy and efficiency 
• Apply product and service knowledge to investigate and research customer needs by gathering data and analyzing and delivering accurate solutions
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion
• Navigate multiple systems efficiently to research, document, and complete customer transactions in real time
• Adhere to processes, policies, and regulatory requirements while ensuring consistent and compliant service delivery in established department timeframes
• Promote adoption of digital capabilities by educating customers on self-service tools and alternative servicing options
• Collaborate with internal partners to manage escalations, resolve customer concerns, and support service delivery
• Contribute to continuous improvement efforts that enhance customer experience and operational effectiveness

Required Qualifications:

• 1+ year of customer service, financial services, or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ year of financial services experience, including ACH experience or exposure to Wells Fargo ACH systems
• Accredited ACH Professional (AAP) certification preferred
• Call center customer service experience with strong active listening and interpersonal skills
• Strong verbal, written, and professional communication skills, including the ability to collaborate across teams and organizational levels
• Ability to prioritize, organize, and coordinate multiple tasks while meeting deadlines, service level agreements, and goals in a fast-paced environment
• Strong analytical, research, documentation, problem-solving, data entry, and attention-to-detail skills
• Ability to work independently with minimal supervision, take initiative, and adapt within a complex work environment
• Proficiency with Microsoft Office, PC applications, multiple computer systems, applications, and search tools, with the aptitude to learn new systems quickly

Job Expectations:

• This role is not eligible for Visa sponsorship or relocation assistance
• Must be able to attend full duration of required training period (Approx. 60 days)
• Ability to work on-site at stated location on job posting (3-day/week in-office requirement)
• Work schedule Monday - Friday 7:00 AM - 3:30 PM

Posting Location:

• 600 S 4th St. Minneapolis, MN 55415

Pay Range
 

Posting End Date:

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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.

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.