Customer Service Rep 2

Job Title:

Customer Service Rep 2

Job ID Number:

5103299

Schedule Type:

Reg-Time

Work Hours:

40

Location:

Plains,PA

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 team supports the nation's leading originator and servicer of residential mortgages.

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. Bilingual job seekers are encouraged to apply.

1+ years customer service experience and 1+ years computer experience. 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. Customer service focused and has a strong knowledge of company policies and procedures. Experienced in organizing, prioritizing and completing multiple tasks in a high volume environment and within stringent deadlines. Prior experience in processing complex transactions and performing extensive research to resolve complex customer issues. Demonstrated excellent verbal and written communications skills.

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 Bilingual skills Bachelor”s degree PA-Plains: 670 N River St - Plains, PA