Customer Service Specialist-Warehouse Lending Operations

Wells Fargo is seeking a Customer Service Specialist to join our Mortgage Finance Group (MFG) team. The ideal candidate will be responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.

This role reviews all loans submitted for eligibility to the warehouse line, ensuring all collateral funded on the Warehouse Loan System is within seller and Wells Fargo guidelines.  Duties may include escalation and recommendations to management as it relates to warehouse line loan level eligibility.

In this role, you will:

• Participate in moderately complex support services in account management, operations, documentation, customer service and technical support
• Identify opportunities for process improvement within the customer support functional area
• Review basic or tactical routine technical issues or challenges that require research and evaluation, applications or services, product conversions, and new product development
• Present recommendations for resolving moderate to complex situations and exercise independent judgment while developing understanding of internal and external customer needs
• Provide information to customer service colleagues, relationship managers, internal partners and stakeholders, and customers to resolve customer issues
• Serve as the first point of customer contact in providing support for routine technical questions and issues

Required Qualifications:

• 2+ years of experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years of experience reviewing loan documents
• Loan processing or loan closing experience
• Experience working with high attention to detail
• Experience working successfully in a fast-paced environment
• Strong problem-solving skills
• Ability to work successfully both individually and as part of a team
• Excellent verbal, written, and interpersonal communication skills

Location:

• 550 S Tryon St. Charlotte, NC 28202

Job Expectations:

• Ability to work additional hours as needed
• This position offers a Hybrid work schedule

Relocation assistance is not available for this position

This position is not eligible for Visa sponsorship

Posting End Date: 

19 Mar 2025

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canad