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.
The Cards & Retail Services team helps customers achieve their financial dreams by providing a variety of products across the credit spectrum. We deliver industry-leading rewards, offers and benefits that recognize and celebrate our customers' relationship with Wells Fargo. Our customers all have unique goals and dreams - whether preparing for a home improvement project, shopping for a new sofa or kitchen table or meeting healthcare and dental needs. Others just want a financial tool that allows them to make everyday purchases while earning rewards. Our team works together with groups across the company, including the bankers in our 6,200 banking stores, to provide financing in the form of general-purpose cards, co-branded cards and private-label and industry cards. Our team is 6,700 strong, working in communities across the nation, and focused on doing our very best to help our customers succeed financially.
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.
Responds independently to inquiries and complaints from internal and external customers (including customers, merchants, clients, and bankers), regarding financial products and services.
Duties include: conducting intake to determine appropriate course of action, conducting investigative steps to fully identify the issues, processing complex transactions on-line (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc. and resolving complex problems and inquiries. Serves as an intermediary between parties to resolve disputed matters, negotiates and enacts settlements accordingly. Reconciles general ledger accounts to ensure balance. Handles incoming correspondence in accordance with external and internal policies and procedures. Generates and/or composes written correspondence as needed. Reviews data and reports trends to management.
Duties may also include: account maintenance, report generation, project work and work direction.Required Qualifications
- 2+ years of experience in financial services products in one or a combination of the following: disputes, claims resolution, or fraud resolution
- Basic Microsoft Office skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Excellent verbal, written, and interpersonal communication skills
- Customer Complaints experience
- Cease and Desist experience
- Debt Validation experience
- Critical Thinking Skills
- CPDV experience (Communication Preferences and Debt Validation)
- Multiple Computer Monitors/Systems experience
IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA
- 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.