Wells Fargo


Beaverton, Oregon


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time


415) 820-7800

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Research/Remediation Analyst 1 - CCS Executive Office

Wells Fargo - Beaverton, Oregon

Posted: 09/15/2018

Job Description

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.The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Cards and Retail Services, Deposit Products Group, the Innovation Group, Treasury Management, Merchant Services, Payment Solutions, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.Our Consumer Credit Solutions (CCS) Collections and Servicing team works with past-due customers to offer solutions for bringing credit card, student loan, personal line and loan, direct auto, retail services and deposit accounts up-to-date. The group also provides customer service for student loan and retail services accounts and works with customers to resolve disputed charges on credit card accounts.This position is within the CCS Servicing & Collections Executive Office supporting Agency, Executive and Line of Business customer complaints. The products supported will include: Credit Card, Personal Lines & Loans, Retail, Dillard’s, EFS, and Direct Auto.

Duties will include:
• Research and resolve Line of Business and verbal complaints
• Solving complex customer concerns and determine root cause origin
• Working independently and demonstrating success in high production and quality scores
• Demonstrating superior customer service skills when resolving complaints orally and in writing
• Demonstrating independent critical thinking skills when researching and resolving complaints
• Monitor personal queue for incoming written escalations
• Manage case load and ensure adherence to service levels
• Exhibiting business knowledge by understanding policies and having experience in the origination and servicing system of records
• Building and maintaining relationships with business partners
• Having superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations
• May include research support for legal cases

Training Schedule: Monday-Friday 8am-5pm
Work Schedule: Monday-Friday 8am-5pm

Required Qualifications

  • 4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance
Desired Qualifications

  • Intermediate Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • 1+ year of call center environment experience
  • Experience resolving and working through escalated and complex issues
  • Ability to maintain professional etiquette under pressure
  • Ability to identify risk factors and provide alternatives to mitigate
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to interact with integrity and a high level of professionalism with all levels of team members and management
  • Ability to manage a pipeline of work from assignment to completion
  • Ability to exercise independent judgment and creative problem solving techniques
  • Ability to identify customer needs and obstacles and take the necessary steps to problem solve
Other Desired Qualifications

• Escalation/Customer Complaints experience


  • 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.

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