About this role:

Wells Fargo is seeking a Customer Resolution Representative to join the Supply Chain Management Procure to Pay team. Customer Resolution Representative within the Procure to Pay Solution Center team provide valuable customer service support for department customer service calls and activities supporting 105,000 service calls and 20,000 email research requests yearly. This role is positioned to deliver support to lines of business as part of the established center of excellence in support of Procure to Pay global buying and invoicing functions within the Procure to Pay Global group.

In this role, you will:

• Identify ways to improve tasks and processes to ensure timely completion, and offer ideas on trends, workflow, and presentation design.

• Perform moderately complex administrative, transactional, operational tasks.

• Participate in research, tracking, and data gathering related to regulations and policy.

• Perform routing analysis, track trends, and present findings.

• Receive direction from manager and escalate questions and issues to more experienced individuals.

• Interact with peers, team, risk, compliance, company stakeholders and manager.

• Responsible for resolution of internal customer and vendor questions around Internal Commercial Card (ICCard), Global Corporate Travel, Concur, Procurement, Financial Advisor Expense Management Programs and Global Accounts Payable along with any new coverage departments.

• Research AP invoices and payments along with providing high level guidance on how to access PeopleSoft tools across the procure to pay department.

• Answer inbound calls for the Solution Center phone lines and make necessary outbound calls while simultaneously documenting all call activity using the provided online tools (CSMS).

• Respond to queries through the Teams shared mailboxes within the service level agreement timeframe.

• Inform and demonstrate based on new or enhanced services and/or procedural changes.

• Other duties as assigned by management.

Required Qualifications:

• 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 1+ year of call center customer service experience in the financial services industry

• 1+ year of Accounts Payable experience

• 1+ year of PeopleSoft experience

• Ariba Experience

• Ability to work in a fast-paced environment handling incoming phone calls and completing an electronic log for proper documentation regarding each call worked.

• Ability to complete necessary research to address incoming calls that require a deeper review.

• Excellent verbal, written, and interpersonal communication skills.

• Outstanding problem-solving skills

Locations:

• Chandler, Arizona

• Charlotte, North Carolina

Job Expectations:

• This position offers a hybrid work schedule.

• Chandler, Arizona Schedule: 6:00 AM - 3:00 PM (MST) *subject to change.

• Charlotte, North Carolina Schedule: 8:00 AM - 5:00 PM (EST) *subject to change.

• This role may require working over-time hours; flexibility around schedule is important.

• Over-time work is not guaranteed and subject to change at any time.

Posting End Date:

3 Jul 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees 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.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Company: WELLS FARGO BANK

Req Number: R-378533-1

Updated: Sun Jun 30 00:59:46 UTC 2024

Location: CHANDLER,Arizona