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Inbound Mortgage Customer Service Specialist

Company: Wells Fargo
Location: Des Moines
Posted on: March 26, 2020

Job Description:

Job DescriptionResponsible for assessing customer needs through financial consultation. Provides customer service with the objective of providing first call resolution and recommending products and services based on customers needs. Handles situations which require deviation from standard scripts and screens. Completes necessary system navigation and call tracking. Responsible for developing and maintaining

knowledge of a variety of financial products and services. Handles 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 vary.

Must be available to work early evenings and occasional Saturdays

Responsible for assessing customer needs through financial consultation. Provides customer service with the objective of providing first call resolution and recommending products and services based on customers needs. Handles situations which require deviation from standard scripts and screens. Completes necessary system navigation and call tracking. Responsible for developing and maintaining

knowledge of a variety of financial products and services. Handles 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 SundaysRequired Qualifications


  • 6+ months of experience offering products and services to customers based on their needs demonstrated through work or military experience


    Desired Qualifications


    • Ability to effectively listen and elicit information
    • Experience addressing and resolving complex customer issues
    • Excellent verbal, written, and interpersonal communication skills
    • Basic knowledge and understanding of banking products and services
    • Basic Microsoft Office skills
    • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
    • Ability to troubleshoot common computer problems
    • Ability to address and resolve complex customer issues


      Job Expectations


      • 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 (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.
      • 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 (http://fedregistry.nationwidelicensingsystem.org ) provides the MU4R questions and registration required for employment in this position.
      • 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.
      • Ability to lift 20+ pounds
      • Reliable transportation
      • Ability to work nights, weekends, and/or holidays as needed or scheduled


        Salary InformationThe salary range displayed below is based on a Full-time 40 hour a week schedule.

        IA-Des Moines: Min: $31,200 Mid: $34,500Street AddressIA-Des Moines: 800 Walnut St - Des Moines, IADisclaimerAll 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.

Keywords: Wells Fargo, Des Moines , Inbound Mortgage Customer Service Specialist, Hospitality & Tourism , Des Moines, Iowa

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