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Research/Remediation Associate – Life Events Team

Wells Fargo Bank

This is a Full-time position in Shepherdstown, WV posted April 7, 2021.

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.Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence).

We provide customers with convenient ways to manage their accounts how, where, and when they wish.The Home Lending Life Events Team has opportunities for Research Remediation Associate to join the team in Frederick, MD.

The Life Event team member acts as a single point of contact in guiding non-borrowers that have acquired an ownership interest through a life event, such as death or divorce, through the process to become a confirmed successor in interest and helping them understand their options related to their ownership interest.

The Life Event team oversee’s the confirmation of Successors in Interest to meet the amended CFPB rules.Responsibilities include:* Answer inbound inquiries from third parties regarding a recent life event and obtain the required information for the confirmation process* Identify, obtain, track requested documentation to confirm a successor in interest* Ensure necessary information and complete documentation is responded to in a timely manner, maintained, tracked, and logged in multiple systems* Responsible for researching account files and identifying any potential compliance and/or regulatory issues that could cause a legal, financial or reputational risk to Wells Fargo.* Expected to provide feedback to management where potential process gaps may exist and identify opportunities for process improvement.* Ensures appropriate research and resolution documentation is retained.* Perform root cause analysis.* May act as an intermediary between the customer and WF, or between various departments as you work to resolve customer inquiries.* Review incoming correspondence from customers, attorneys, or third parties.* Perform incoming and outgoing calls to potential Successor in Interest requestors.* Perform research and reviewing existing cases to identify related issues.Work Scheduled will be any 8 hour shift between the hours of operation Monday-Friday from 7am
– 5pm.

Overtime may be required as needed, during peak volume.Please note candidate’s must have flexibility in availability as hours are subject to change due to business needs.Required Qualifications* 3+ years of customer contact experience in a financial services environment; or 2+ years of experience in one or a combination of the following: financial services operations, underwriting, quality assurance, or military; or an AA/AS degree or higherDesired Qualifications* Intermediate Microsoft Office skills* Ability to navigate multiple computer systems, applications, and utilize search tools to find information* Excellent verbal, written, and interpersonal communication skills* Mortgage industry experience* Risk and regulatory compliance experience* Customer service focus with the ability to respond to requests in a timely manner* Good analytical skills with high attention to detail and accuracy* Strong organizational, multi-tasking, and prioritizing skills* Ability to research and report on a variety of issues using problem solving skills* Ability to work in a fast paced deadline driven environment* Ability to work independently* Ability to consult, build, and maintain solid working relationships in and outside of immediate department* Ability to identify and assess issues then make sound decisionsOther Desired Qualifications* 6
– 12 months of experience servicing customers or non-borrowers experiencing a life event, such as death or divorce* Knowledge of different documents reviewed for successors in interest requests* Familiarity of Consumer Financial Protection Bureau Successor In Interest amendments* MSP, Fidelity, Black Knight, CIV, Hogan systems experienceJob Expectations* Ability to work additional hours as neededStreet AddressMD-Frederick: 8480 Stagecoach Cir
– Frederick, MDDisclaimerAll 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 SummaryBenefitsVisit for benefits information.

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