Wells Fargo Philadelphia , PA 19107
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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Cards and Retail Services, Deposit Products Group, the Innovation Group, Treasury Management, Merchant Services, Payment Solutions, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.
Within the Operations team our Electronic & Commercial Services team processes cash and check deposits, fulfills currency and coin orders through cash vault services, provides retail and wholesale lockbox collection services, wire transfer services, and Treasury Management (TM) products and services, including monthly billing statements for Business Banking, Wholesale, International, and TM customers.
Schedule would include 3 different shifts. M-F, 8:30am-4:30pm,9am-5pm and 10am-6pm We will try to honor shift preference, but availability to work any shift would be preferable. Hours can also vary based on the work volume and business need.
Responsible for supporting Domestic and International Correspondent Bank Customers who utilize our Global Payments Services. Research and resolve Wire Transfer inquiries in Foreign Currency and US dollar payments for internal/external clients. Troubleshoot questions received via our toll free number and email box. Analyze and resolve inquiries which may result in processing a payment or making an adjustment through various International systems. Maintain or exceed the quality standard while meeting the production average between 40-60 inquiries per day.
Duties include but not limited to:
Analyze, research and resolve problems identified by internal and external customers
Monitoring new customers and report any issues and trends
Prepare reports and other customer deliverables; tracking and monitoring cases for trends
Communicate with clients regarding account questions relating to USD and Foreign Exchange (FX) Wire Transfer transactions through SWIFT, Telex, Fed Service Message, Telephone or Email
Team members 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 unit's risk appetite and all risk and compliance program requirements.
Ability to work in a fast-paced action oriented environment
Effective organizational, multi tasking, and prioritizing skills
Excellent verbal, written, and interpersonal communication skills
Ability to understand client concerns, questions, and problems then identify appropriate solutions
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Other Desired Qualifications
Experience in a demanding, time-constrained operations/customer service environment
Attention to detail and ability to follow instructions
Identify trends and provide alternative solutions
Ability to understand client concerns, questions and problems pertaining to USD and FX Wire Transfer transactions
Knowledge of business related computer software such as MS Office and Windows based applications
Capability to multi-task and meet established deadlines
Proven ability to research and resolve complex issues while mitigating risk
Demonstrated high level analytical proficiency and problem solving abilities
FX and USD Wire Transfer Customer Service experience
PA-Philadelphia: 101 N Independence Mall E - Philadelphia, PA
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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