Customer Service Specialist - Mortgage Finance Group

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

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.

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

• Respond to client issues and questions
• Provide support to internal and external customers in account management, operations, documentation, and technical support
• Review basic or tactical customer issues regarding products and services, billing, account questions, or account transactions with narrower impact
• Receive direction from managers and exercise judgment within defined parameters while developing understanding of the related policies, procedures, or compliance requirements
• Act as a primary support person for the customer and internal partners supporting customer services
• Provide information to managers as well as internal and external customers to resolve customer issues
• Support production as well as procedures & training

Required Qualification:

• 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:

• Experience with Warehouse Lending, Retail and/or Wholesale Mortgage Operations
• Familiar with mortgage documentation including but not limited to: 1008, 1003, Automated Underwriting Feedback, Notes, Deeds of Trust, Allonges, Endorsements and Riders.  
• Strong Excel skills
• Work well in a team environment
• Excellent written and verbal communication
• Familiar with control processes and documentation related to RCSA activities

Job Expectations:

• Ability to work a hybrid schedule, at least 3 days a week working in office
• No relocation assistance is provided

Posting Location:

• 550 S Tryon St, CHARLOTTE, NC 28202

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

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.

Posting End Date: 

31 Jul 2025

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

Employees support our focus on building strong c