Inbound Mortgage Customer Service Specialist

Company: Wells Fargo
Location: Tempe
Posted on: April 9, 2021

Job Description:

Job DescriptionImportant 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.Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels.Wells Fargo is looking to hire an Inbound Mortgage Customer Service Specialist in our National Contact Center located in Tempe, Arizona. Our Inbound Mortgage Customer Service Specialists focus on delivering an exceptional experience for our customers through financial advice and guidance, coupled with providing the products and services, that will help them realize their financial hopes and dreams through home ownership. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.Roles & Responsibilities:

• Assessing customer needs through financial consultation.
• Providing customer service with the objective of providing first call resolution and recommending products and services based on customer's needs.
• Handling situations which require deviation from standard scripts and screens.
• Completing necessary system navigation and call tracking.
• Developing and maintaining knowledge of a variety of financial products and services.
• Handling all calls with the intent of providing customer satisfaction and retention. This SAFE position has customer contact and job duties which may include the offering/negotiating of terms and/or taking an application for a dwelling secured transaction. As such, this position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results. Individuals in a SAFE position also must meet the Loan Originator requirements under Regulation Z (LO) outlined in the job expectations below.Sales Center hours of operation are M-F 10:30am to 7pm CST Saturday 8am to 4:30pm CST and Sunday 10am - 6pm CST. Must be available to work early evenings, Saturdays and Sundays.Required Qualifications
  • 6+ months of experience offering products and services to customers based on their needs demonstrated through work or military experienceDesired Qualifications
    • Experience addressing and resolving complex customer issues
    • Ability to address and resolve complex customer issues
    • Ability to effectively listen and elicit information
    • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
    • Ability to troubleshoot common computer problems
    • Basic Microsoft Office skills
    • Basic knowledge and understanding of banking products and services
    • Excellent verbal, written, and interpersonal communication skillsJob Expectations
      • Individuals in Loan Originator (LO) positions must meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies. The LO qualification requirements include meeting applicable financial responsibility, character, general financial fitness and criminal background standards. A current credit report will be used to assess your financial responsibility and credit fitness, however, a credit score is not included as part of the evaluation. Successful candidates must also meet ongoing regulatory requirements including additional screening, if necessary.
      • This position requires SAFE registration at the time of employment. Wells Fargo will initiate the SAFE registration process immediately after your employment start date. The Nationwide Mortgage Licensing System (NMLS) web site ( ) provides the MU4R questions and registration required for employment in this position.Salary InformationThe salary range displayed below is based on a Full-time 40 hour a week schedule.AZ-Tempe: Min: $33,300 Mid: $34,500Street AddressAZ-Tempe: 1150 W Washington St - Tempe, AZDisclaimerAll 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 SummaryBenefits Visit for benefits information.

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