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EO WIM Case Advisor 1 RWF

Wells Fargo | Saint Louis, MO | 11/25/2021

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 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.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers.

The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.

The Case Advisor 1 is responsible for reviewing, analyzing and addressing complex, escalated operational and service complaints from multiple sources, including WFA Branches and clients, among others. Under general supervision, the Case Advisor coordinates with Branches and Home Office to develop, negotiate and deliver a resolution to clients, both verbally and in writing. This position requires direct communication with clients on the phone and the ability to draft correspondence concerning their complaints. Please note this role requires a FINRA Series 7 to qualify for immediate registration.

RWF - Please note that "RWF" is an identifier for internal recruiting purposes only and has no connection to the nature or responsibilities of the job.

Required Qualifications

  • 5+ years of experience in one or a combination of the following: customer contact or customer service in financial services, administrative support, underwriting, quality assurance, brokerage operations, client account supervision, risk, or compliance
  • Successfully completed FINRA Series 7 exam to qualify for immediate registration (or FINRA recognized equivalents)

Desired Qualifications

  • Brokerage client support experience
  • Brokerage operations experience
  • Experience managing complaints and objections effectively and professionally
  • Client service focus with the ability to listen to customer needs and recommend solutions
  • Experience resolving and working through escalated and complex issues
  • Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints
  • Solid negotiation skills
  • Ability to manage to production goals, deadlines, and various metrics
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to identify customer needs and obstacles and take the necessary steps to problem solve
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Ability to exercise independent judgment and creative problem solving techniques
  • Strong organizational, multi-tasking, and prioritizing skills
  • Experience managing a pipeline of work from assignment to completion
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Experience delivering results in a fast-paced, deadline driven environment

Other Desired Qualifications
  • Experience managing WIM complaints
  • Experience with pipeline management
  • Experience to research, compile data and perform analysis on operational complaints
  • Experience providing complete summaries of issues and resolution descriptions
  • Strong troubleshooting, resolution and reporting skills
  • Working knowledge of the following systems: BETA, SmartStation, CIV, CHAMP, Image Access

Job Expectations

  • Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.

Street Address

MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO


    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.

Benefits Summary


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December 8, 2021