Job Title:Customer Service Rep 3Job ID Number:5271308-1Location:Astoria,NYJob Description:Job DescriptionWells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance)Our Mortgage Origination team builds strong relationships with consumers and referral partners to help our customers reach their personal and financial goals through homeownership.Wells Fargo Home Mortgage is the nation’s leading mortgage lender. We are driven to provide exceptional home loan service to consumers and business partners. With a strong, nationwide branch network, we strive to offer the very best platforms, technology, tools, and compensation. At Wells Fargo, we foster an inclusive, customer focused work environment where innovation is encouraged and performance rewarded. We invest in you, develop your talents, and help you maximize your potential. If we want to be successful in today's world, we must be as diverse, in every respect, as the customers and communities we serve.We have an immediate opening for a Customer Service Representative. This individual is responsible for responding to escalated inquiries and complaints on the most complex mortgage products/services and/or from premier customers. Resolves the most complex escalation items such as: research of customer issues, inquiries and complaints from customers and on-line transaction processing.Duties may include: communicating with other departments to resolve customer issues; providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing work of and providing guidance. Reviews data and reports trends to management. May be responsible for performing the operational duties of the supervisory position. Works on special projects as assigned. Bi-lingual job seekers are encouraged to apply.This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.Required Qualifications 2+ years of customer service experience Desired Qualifications Experience processing complex transactions and performing extensive research to resolve complex customer inquiriesExcellent verbal, written, and interpersonal communication skillsAbility to interact effectively with internal and external partners and clients/customersAdvanced Microsoft Office skillsAbility to navigate multiple computer systems, applications, and utilize search tools to find informationAbility to troubleshoot common computer problemsMortgage industry experienceBilingual speaking proficiency in Chinese (Cantonese)/EnglishBilingual speaking proficiency in Chinese (Mandarin)/English Job Expectations This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.Ability to lift 20+ poundsReliable transportation 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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