Customer Service Representative (Wires)

Company: Wells Fargo Bank
Location: Hubbard
Posted on: February 16, 2020

Job Description:

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.? In order to receive text message invitations, your profile must include a mobile phone number designated as ?Personal Cell? or ?Cellular? in the contact information of your application.

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, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing 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. Our guiding principles are to start with the customer, move faster, and partner effectively.

Within Operations, our Enterprise Wire Services team processes voice initiated wire requests, outgoing and incoming exception items from all wire channels, transfers on behalf of our Global Financial Institution customers, and a variety of risk-related functions. As a combined organization, Enterprise Wire Services supports the processing of 66 million transactions annually. Wires locations include: Charlotte, NC; Golden, CO; Philadelphia, PA; and Portland, OR.

The Customer Service Representative 2 responsibilities include:

--- Initiating high risk, high volume, and large dollar (US dollar and foreign currency) international, domestic, tax, etc. wire transfers via phone for consumer, business, wholesale, and Wealth clients, including regulatory Dodd Frank eligible payments.
--- Working closely with our Foreign Exchange Sales team to assist the client in booking rates/contracts for all Private Bank wires and wires exceeding $100K USD.
--- Responds to complex wire inquiries from internal and external customers regarding wire transfer customer agreements, wire investigation cases, incoming wires, wires pending Risk and OFAC review, and wire cancellations.

The Customer Service Representative 2 duties may include:

--- Processing/creating routine to complex transactions
--- Resolving complex customer service inquiries in a timely manner
--- Placing calls to customers on incoming wires
--- Processing return notification emails and calls as needed.?

The Customer Service Representative 2 is responsible for handling customer issues efficiently, and escalating them to management when necessary. This position participates and supports overall customer service goals and service level agreements, and is required to communicate with other departments or managers to resolve customer issues. Failure to adhere to the regulatory policies/procedures in this role could lead to increased reputation, regulatory, and legal risk, as well as negative customer impact.

Schedule is Monday-Friday 9:30am-6:00pm.

Required Qualifications

--- 1+ year of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications

--- Ability to effectively listen and elicit information
--- Excellent verbal, written, and interpersonal communication skills
--- Basic Microsoft Office skills
--- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
--- Ability to troubleshoot common computer problems
--- Knowledge and understanding of foreign and domestic wire transfers processing
--- Call center experience
--- Financial industry experience
--- Strong attention to detail and accuracy skills
--- Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
--- Customer service focus with the ability to respond to requests in a timely manner
--- Ability to follow policies, procedures, and regulations
--- Strong organizational, multi-tasking, and prioritizing skills
--- Ability to take on a high level of responsibility, initiative, and accountability

Job Expectations

--- Ability to work additional hours as needed

Street Address

OR-Portland: 2701 Nw Vaughn - Portland, OR

Disclaimer

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.

Keywords: Wells Fargo Bank, Portland , Customer Service Representative (Wires), Hospitality & Tourism , Hubbard, Oregon