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 Estate Care Center/Research Remediation Analyst 1 serves as a resource for our branch bankers, who in turn are working to assist representatives/family members of Wells Fargo deceased customers. He/she serves as a point of contact and works behind the scenes with the business representatives to get financial affairs handled. Primary responsibilities for this role include but are not limited to: Serves as an advocate for family members and/or personal representatives for deceased customers who call our call center looking to handle financial affairs across Wells Fargo – branch bankers call when customers come into the branch. In the future, these Specialists will also work with customers, attorneys, etc. ECC will need to deal with all situations.
Takes ownership and personal accountability to support and deliver stellar service
Leads branch bankers through the steps to secure all accounts and perform necessary steps to handle immediate needs and maintenance accounts
Works with leadership, team, and across the company to remove obstacles and identify opportunities to improve the experience for the deceased customer's family member/representative
Builds relationships with Line of Business partners across the Enterprise to better collaborate to assist our customers' family members/representatives
Communicates with empathy during highly stressful and sensitive situations; is compassionate and acknowledges emotions
Models excellent customer service behaviors by accurately and concisely communicating in a positive, professional manner to both internal and external customers
Develops expertise and remains current in knowledge of estate rules and documentation requirements across the enterprise; viewed as an estate expert
Updates all information and notes in case management system
Pro-actively asks questions and seek information if unsure of rules/policies/procedures and appropriately escalates questions/concerns/issuesTraining: Monday - Friday, Time to be determined. ***There will be 3-5 weeks of training. Training is critical, 100% attendance is required during training. Current Hours of Operation: Monday – Friday, 8:00am-8:00pm EST; Saturday, 9:00am-6:30pm EST
***Work schedule to be determined and will be included in any offers. The schedules are determined by the needs of the business.
***Must have flexibility to work any 8-hour shift during hours of operation, including a Saturday shift.
***As the Estate Care Center continues to grow as a Center of Excellence it will require schedule flexibility and shifts may change as needed by the business.
Required Qualifications
- 4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance
Desired Qualifications
- Intermediate Microsoft Office skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Excellent verbal, written, and interpersonal communication skills
- Ability to work effectively, as well as independently, in a team environment
- Experience working with changing priorities and deadlines
- Good analytical skills with high attention to detail and accuracy
- Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
- 1+ year of call center experience
- Financial services industry experience
Other Desired Qualifications
Probate and/or deceased management experience
Customer Service experience working with branch bankers and/or representatives/family members of deceased customers
Knowledge and understanding of departmental workflow processes
Understanding of estate rules, state requirements, documentation requirements, WF products and services (enterprise wide)
Ability to explain necessary documentation and policies/procedures/requirements for handling accounts across Wells Fargo
Self-starter, able to work independently
Ability to develop partnerships and collaborate with other business and functional areas
Knowledge of Wells Fargo lines of business, products and services
Hogan Experience
Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.
ND-Fargo: Min: $37,400 Mid: $52,000
Street Address
ND-Fargo: 400 45 St S - Fargo, ND
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.
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