Wells Fargo


Roanoke, Virginia


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time


415) 820-7800

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Research/Remediation Analyst 1

Wells Fargo - Roanoke, Virginia

Posted: 09/1/2018

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 line of business phone and webform escalations and written correspondence complaints.

The products supported may include: Retail Service, Dillard’s, Prime Cards, PL&L and Direct Auto

Duties will include:
•Working independently and demonstrating success in high production and quality scores
•Solving complex customer concerns and determining root cause origin
•Demonstrating superior decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations
•Servicing incoming customer complaint calls from the lines of business as well as directly from customers
•Monitoring the phone line for incoming calls and monitoring personal queue for incoming written/webform escalations from the various lines of business supported
•Demonstrating independent critical thinking skills when researching and resolving complaints
•Demonstrating superior customer service skills when resolving complaints orally and in writing
•Thoroughly researching and resolving verbal and written complaints
•Managing case load and ensuring adherence to service levels
•Exhibiting business knowledge by understanding policies and having experience in the origination and servicing systems of record
•Building and maintaining relationships with business partners

Work Schedule : Monday - Friday 8:00am- 5:00pm

Training hours : Monday - Friday 8:00AM-5:00PM for 5-6 weeks

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

  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • Intermediate Microsoft Office skills
Other Desired Qualifications

•Escalation/Customer Complaints experience
•Excellent analytical and problem resolution skills
•Demonstrated ability to self-start and identify risk and mitigate escalations
•Demonstrated ability to independently research and resolve complaints
•Experience working in CCS (Consumer Credit Solutions)
•Experience using ECaR, FDR, Shaw and/or Universal Workstation
•Demonstrated ability to meet tight deadlines, high production success and quick turn time while maintaining high quality
•Ability to work well with other people and maintain professional composure in highly stressful situations
•Ability to multi-task, prioritize and properly manage pipeline effectively

Job Expectations

  • Ability to work weekends and holidays as needed or scheduled
  • Ability to work additional hours as needed

  • 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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