Customer Service Representative - ACH Service and Delivery

About this role:

Wells Fargo is seeking a Customer Service Representative to be a part of the Automated Clearing House (ACH) Service and Delivery team. The ACH team includes File Processing, Service Delivery, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support. This team is part of Global Operations within the Chief Operating Office (COO). Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support customers and business partners by independently responding to ACH related customer research requests, problems, and issues, assuming end to end ownership of each case
• Handle inquiries from internal and external customers and business partners within a call center environment
• Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner
• Prepare and maintain a record of all inquiries and investigations
• Investigate and research more complex data and problems by gathering and analyzing appropriate information
• Partner with appropriate resources to seek out solutions to problems
• Research and resolve problems within established department timeframes
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion
• Communicate resolution to the appropriate party in a timely manner
• Manage risk by following all policies and procedures and staying abreast of changes to them

Required Qualifications:

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

Desired Qualifications:

• Call center customer service experience in the financial services industry 
• Experience working with financial account transactions with an understanding of debit and credit transactions
• Experience performing repetitious tasks
• Experience meeting deadlines in a fast-paced environment
• Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Ability to coordinate completion of multiple tasks and meet established service level agreements 
• Ability to research problems, analyze data, escalate, or recommend potential solutions 
• Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to interact with all levels of an organization
• Ability to effectively listen and elicit information
• Intermediate problem-solving skills
• Intermediate PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Intermediate data entry and attention to detail skills
• Excellent verbal, written, and interpersonal communication
• Research and documentation skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work effectively in a team environment and across all organizational levels; where flexibility, collaboration, and adaptability are important

Job Expectations:

• Ability to work on-site at the work location posted
• Shift is 8:30am - 5:00pm Central time
• Must be flexible to a changing shift with operating hours of Monday-Friday, 7am-7pm Central time

Location:

• 600 S 4th Street, Minneapolis, MN 55415

Required location listed above. Relocation assistance is not available for this position.

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$21.63 - $27.40

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and program