EO WIM Case Advisor 1

Charlotte, North Carolina
September 16 2020
Retail Banking
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 Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.

The Case Advisor 1 Utilizes securities-related regulatory precepts and practices to review, analyze, and address escalated operational and service complaints from multiple WIM sources, including WFA Office of the President, WFA Branches, and clients.
Creates and maintains regulatory templates.
Under general supervision, coordinates with WIM contacts to develop, negotiate, and deliver verbal and written resolution to clients, including direct phone communications and written ad hoc correspondence.

Please Note:
  • This role requires a FINRA Series 7 to qualify for immediate registration or ability to obtain within a 90 time period if not immediately available to transfer upon hire. Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position
  • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

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

Desired Qualifications

  • FINRA registration including Series 7 (or FINRA recognized equivalents)
  • Successfully completed Securities Industry Essentials (SIE) exam
  • Brokerage client support 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
  • 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
  • Solid negotiation skills

Other Desired Qualifications
  • 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

  • Successfully completed FINRA SIE and Series 7 to qualify for immediate registration or ability to obtain within a 90 time period if not immediately available to transfer upon hire
  • Obtaining and/or maintaining appropriate Financial Industry Regulatory Authority (FINRA) license(s) is required for ongoing employment in this position.

Street Address

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC


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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