Customer Service Specialist - Mortgage Finance Group

About this role:

Wells Fargo is seeking a Customer Service Specialist to join our Mortgage Finance Group (MFG) team as part of the Corporate and Investment Banking Operations business group within Wholesale Operations. Learn more about our career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Respond to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels

• Provide post collateral receipt review of investor allocations, note shipment request, and review of supporting documents within the Mortgage Finance Group, Warehouse Lending Team

• Escalate and make recommendations to management as it relates to warehouse line loan level eligibility and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations

• 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:

• Warehouse, Wholesale or Retail mortgage lending experience

• Working knowledge of Institutional Lending

• Familiar with custodial processes and collateral handling

• Advance experience creating pivot tables and performing data analysis in Excel

• Ability to work independently and in a group setting

• A BS/BA degree or higher

• Excellent verbal, written and interpersonal communication skills

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 Location:

• 550 S Tryon St. CHARLOTTE, NC

Corporate & Investment Banking delivers a comprehensive suite of capital markets, banking, and financial products and services. A trusted partner to our clients, we provide corporate and transactional banking; commercial real estate lending and servicing; investment banking; equity; foreign exchange, rates and fixed income solutions including sales, trading, and research capabilities to corporate, commercial real estate, government, and institutional clients across the globe.

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 Well