Executive Office Case Specialist 2

Wells Fargo Bank - Sioux Falls, SD

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.
Executive Office Case Specialist 2
The Exec Office Case Specialist 2 will be responsible for the following:

Responsible for researching then responding to Executive Office escalated inquiries and complaints from customers received via the complaints portal decision tool. Utilizing strong knowledge of the organization, technology, products, and/or services to resolve matters raised by customers.

Duties include communicating with other departments, managers, merchants, or vendors to resolve customer issues. Enacts all necessary correctional transactions (including monetary and non-monetary actions) using the appropriate methodologies and parties of contact. Refers matters exceeding levels of authority as appropriate. Contacts customers to advise them of research outcome and expected resolution steps and timing via phoning and/or corresponding using both ad hoc and standardized letters or electronic media. May receive inbound customer calls resulting from warm transfers or from customers. Accountable to ensure response to Customer regarding all researched matters. Supplements portal documentation to ensure that research results and actions taken are clearly documented. Notifies leaders about trending matters and recommends opportunities for improvement.

Hours/Schedule: Flexible to work any hours during department’s hours of operation. Department hours of operation are Monday – Friday, 7 am – 5 pm, with leadership setting your schedule. Hours/Days may change due to business needs.

Position will start on 1/27/2020.

Required Qualifications

5+ years of experience in customer contact, customer service, or a combination of both in financial services; or 6+ years of experience in one or a combination of the following: customer contact, customer service, administrative support, underwriting, or quality assurance

Desired Qualifications

Experience developing partnerships and collaborating with other business and functional areas
Experience managing a pipeline of work from assignment to completion
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
Ability to take initiative and work independently with minimal supervision in a structured environment
Ability to write concisely and clearly
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Outstanding problem solving and decision making skills
Solid critical thinking skills
Strong analytical skills with high attention to detail and accuracy
Experience resolving and working through escalated and complex issues
Strong time management skills and ability to meet deadlines
Experience with Wells Fargo complaints management process

Job Expectations

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


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.