Branch Product Support Representative

About this role: Wells Fargo is seeking a Branch Product Support Representative. The role covers jobs that are internal partners and tailored support for our branch employees regarding consumer account transactions, procedures, system navigation, and issues, including escalations for complex issues and consumer document review. In this role, you will: Support Branch Product Support and seek ways to improve processes within established procedures Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls; Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs. Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements. Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions. Regularly receive direction from supervisor and escalate questions and issues to more experienced roles. Establish, develop, and maintain positive business relationships with internal partners. Perform routine administrative, transactional, operational, and customer support tasks. Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary. Proactively provide feedback to time sensitive requests related to outages, issues, and updates. Provides recommendations and information needed to update policies and procedures.

1+ year of Branch or Customer Service support experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Must have completed at least two (2) years of college education, any field At least 1+ year pf professional experience in Customer Service in a Financial Services, Shared Services, and/or BPO work environment Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues  Knowledge and understanding of systems resource systems and applications  Strong ability to quickly analyze and troubleshoot complex issues and communicate solutions in fast paced, high demand, environment  Ability to navigate multiple systems and applications to research and identify current business documentation and procedures  Outstanding problem solving and decision-making skills  Strong organizational, multi-tasking, and prioritizing skills  Experience interacting positively with difficult or irate customers  Excellent English communication skills, verbal, written, and interpersonal communication skills   Ability to achieve high production and quality standards  Ability to work effectively in structured but flexible, adaptable and changing, call center environment  Job Expectations: Provide subject matter expertise and interpretation of procedures to internal partners  Support internal partners with new or enhanced services and procedural changes to improve customer experience  Provide navigation assistance through resources and systems (such as SVP, TellerView, Branch Portal)   Interact with immediate team and communicate with other departments  Perform research to resolve complex customer problems  Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact  Ensure