Customer Service Representative

About this role:
Wells Fargo is seeking a Customer Service Representative in Operations Payments as part of Global Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.
In this role, you will:
In Wells Fargo's Automated Clearing House (ACH) Operations, we succeed through the dedication of our team; providing team members with the tools, the training, and the opportunities to achieve their full potential. We value every aspect of our business and every level of our organization.
The ACH team includes File Processing, Service Delivery, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support.
This position is within the ACH Service Delivery team, supporting our customers and business partners by independently responding to ACH related customer research requests, problems, and issues, assuming end to end ownership of each case. The Service Delivery Team supports inquiries from internal and external customers and business partners within a call center environment.
Duties & Responsibilities:

• 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.

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:

• 2+ years financial services experience
• ACH experience
• Call center customer service experience in the financial services industry
• Ability to coordinate completion of multiple tasks and meet aggressive time frames
• Ability to effectively listen and elicit information
• Ability to interact with all levels of an organization
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Good PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Strong data entry and attention to detail skills
• Strong research and documentation skills
• Knowledge and understanding of service level agreement process
• 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
• Ability to work in a fast-paced deadline driven environment
• Strong organizational, multi-tasking, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills
• Solid problem analysis and resolution skills
• Strong analytical skills with high attention to detail and accuracy
• Exposure to Wells Fargo ACH (Automated Clearing House) System
• Accredited ACH Professional (AAP)

Job Expectations:

• Must be able to attend full duration of required training period (Approx. 60 days)
• Must work on-site at the location posted (3-day/week in-office requirement)
• Work Schedule Monday-Friday 8:30am-5pm CT