Job Description

**Customer Service Representative**

Location: Winston-Salem, North Carolina **Job ID** R-102262 **About this role:**

In Wells Fargos 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 and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The ACH team includes File Processing, Service Delivery, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support.

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Join the #1 ACH processing bank in the country!

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.

Hours for this position are Monday - Friday | 10:00am - 7:00pm ET.

****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, 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, education

****Desired Qualifications:****

* 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)

**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 units 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.

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