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Jobs · Information Technology · Arizona

Branch Product Support Representative

Wells Fargo · Phoenix, AZ · 1 mo ago
Information TechnologyFull-time

About This Role

Wells Fargo is seeking a Branch Product Support Representative in Banker Connection as part of Consumer Banking & Lending (CBL).

Learn more about the career areas and lines of business at wellsfargojobs.com. Are you ready for the next step in your career? This is where it begins - at a company known for our "Well Life" approach to supporting employees' career aspirations, work-life balance, and mental and physical health.

We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace "to grow your career" in the U.S. When it comes to employees' financial health, we offer competitive salaries and generous benefits package.

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.

Responsibilities

  • 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.

Qualifications

  • 1+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • 1+ years of customer service experience
  • Experience resolving and working through complex issues
  • Good PC skills with the aptitude to learn new systems quickly
  • Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
  • Good verbal, written, and interpersonal communication skills
  • Strong attention to detail and accuracy skills
  • Solid problem-solving skills
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Job Expectations

  • Ability to work shifts within the business hours of operation as outlined above
  • Must be able to attend full duration of required training period
  • This position offers a hybrid work schedule
  • This position is not eligible for Visa sponsorship

Training and Schedule

In addition to all the extensive benefits and resources to support our employees we also provide you with continuous coaching and development which enhances your ability to provide exemplary service and fosters career growth. Such resources and support helped us earn the coveted LinkedIn award as the best financial services company to grow your career in the US.

We are hiring for full time positions, 40 hours a week. Weekday hours are between 9:00am-6:30pm (MOUNTAIN TIME) and Saturday hours are 9:00 am to 3:00 pm (MOUNTAIN TIME), with the potential to expand to Sunday hours.

Shifts are assigned based on business need.

Training classes start 10/5/2026 in Phoenix, AZ. Training hours will be 8:30am-5:00pm (MOUNTAIN TIME), Monday-Friday.

You are required to attend the full duration of this paid 8 to 9 weeks of training.

Required Qualifications

  • 1+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications

  • 1+ years of customer service experience
  • Experience resolving and working through complex issues
  • Good PC skills with the aptitude to learn new systems quickly
  • Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
  • Good verbal, written, and interpersonal communication skills
  • Strong attention to detail and accuracy skills
  • Solid problem-solving skills
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment

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