Customer Service Rep 3 - Full-time / Part-time

Job Title:

Customer Service Rep 3

Job ID Number:

5052490

Schedule Type:

Reg-Time

Work Hours:

40

Location:

Newport Beach,CA

Qualifications:

Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.

Join the #1 Mortgage originator and servicer ( Source: Inside Mortgage Finance ) Our Mortgage Origination team builds strong relationships with consumers and referral partners to help our customers reach their personal and financial goals through homeownership.

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 Rreviewing 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.

2+ years customer service experience. Prior experience in processing complex transactions and performing extensive research to resolve complex customer inquiries. Excellent written, verbal and interpersonal skills to deal effectively with intradepartmental team members and external entities. Advanced 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 Mortgage industry experience Bi-lingual skills Bachelor’s degree