Customer Service Representative 2 (WIRES)

Company: Wells Fargo
Location: Portland
Posted on: September 24, 2022

Job Description:

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. 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 Representative 2 (Wires) in Chief Operating Office Operations as part of Enterprise Wires Team.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.Learn more about the career areas and lines of business at .In this role, you will:

• Support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
• Perform moderately complex customer support tasks
• Receive direction from customer service supervisor and escalate non-routine questions
• Interact with customer service team on complex customer issues
• Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers
• 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 Required Qualifications, US:
  • 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, educationDesired 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
    • 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
    • Bilingual speaking proficiency in Spanish/English
    • Ability to identify risk factors and provide alternatives to mitigate
    • Knowledge and understanding of compliance and legal requirements: protecting customers, Anti Money Laundering (AML), and fraud risk
    • Knowledge and understanding of internet or intranet-based business systemsJob Expectations:
      • Must be able to work a standard schedule of Monday -Friday 9:30am - 6:00pmJob Locations:
        • Required location for this position is 1300 SW 5th Street, Portland OR 97201.Relocation assistance is not available for this position. 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, or status as a protected veteran. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Keywords: Wells Fargo, Portland , Customer Service Representative 2 (WIRES), Sales , Portland, Oregon