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Research/Remediation Associate

Job Description

Consumer Lending is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.

It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The Consumer Lending team includes Home Lending, Personal Lending, and Dealer Services, including the professional services teams that partner with these businesses and other key partners.

Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance)

Our Customer Account Management team focuses on the customer and strives for operational excellence in servicing mortgage loans and home equity products for our customers.

Wells Fargo Property Insurance works to ensure that insurance is maintained on all Wells Fargo Home loan portfolios. The Property Loss portion of the Property Insurance department works to ensure that homeowners who have losses to their property properly repair and restore their home to its original or greater value. In addition, the Property Loss team ensures that all investor guidelines are followed with regard to disbursing funds, inspecting repairs and collecting the proper documentation relating to the claim and contractors repairing the property. In addition, the Property Loss team works with a third party vendor that performs a majority of the claim processing volume and audits/monitors their work to ensure existing processes that will provide a positive customer experience while at the same time adhering to the WF, investor and regulatory guidelines.

Duties and responsibilities include:

  • Making and receiving phone calls from customers
  • Facilitate the customer through the process of repair and gather required documents and assist with activities associated with repairing or rebuilding their home
  • Complete complex analysis on customer claims
  • Collaborate with Research Remediation Analysts to make decisions to grant exceptions to the disbursement and documentation process
  • Interact with our vendor on issues concerning customer claims
  • Interact with WF Legal Counsel and Investors to get approval on complex claim processing
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 higher

Desired 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

Other Desired Qualifications
  • Customer Service Experience; including call center experience
  • Analytical experience
  • Superior Organizational skills
  • Ability to multitask in a fast paced environment
  • Financial, Mortgage and/or Insurance experience
  • Knowledge of MSP/Black Knight, ICMP, CHUCKY
  • Problem solving skills
  • Dealing with escalated customer issues
  • Ability to organize and manage multiple priorities
  • Ability to address and resolve complex customer issues
  • Ability to conduct research and respond to questions and concerns with detailed information
  • Ability to gather, organize, and interpret data
Job Expectations

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Street Address

MN-Minneapolis: 2701 Wells Fargo Way - Minneapolis, MN


    All 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.