Customer Service Rep 3 - Distribution Consulting Services

Wells Fargo Afton, MN 2019-06-05
Job Description

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.

Wealth and Investment Management (WIM) businesses build enduring client relationships through sound, thoughtful and objective advice. We help our clients by developing individualized plans for everything from retirement goals to business succession planning, to family legacy intentions. Services include comprehensive planning and advice, investment management, brokerage, private banking, estate planning strategies, trust, insurance and both individual and institutional retirement.

The Investment Contact Center (ICC) provides service and support for clients of four of WIM’s lines of business: Abbot Downing, Retirement, Wealth Management, and Wells Fargo Advisors (WFA). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have team members who work on support teams in business administration, operations, and business strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences.

  • View the “Working at Wells Fargo – Investment Contact Center” video on YouTube to learn more about what it’s like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service — the foundation of our culture.
  • Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying:

Responsible for providing distribution consultations for retired or separated participants in company-sponsored plans administered by Wells Fargo. Through inbound calls, provides consultative services through education of available distribution options and executes distributions, and rollovers for mass-market participants. The purpose of these consultations is to help participants make informed decision in order to stay on track for retirement and avoid the detrimental impacts of liquidating their savings prior to retirement age. Distribution options may include leaving the funds in their current plan, cashing funds out as a taxable event, rollover to an external financial institution, referring to any one of our Wells Fargo IRA teams, or potential some combination of these options. Wells Fargo IRA rollover options include Bank IRA, Full-Service Brokerage IRA, Intuitive Investor or Wells Trade IRA. The role is consultative and does not provide advice to clients. We want to ensure the participant is educated on all options available to them. Team Members are responsible for delivering exceptional service, meeting performance objectives and remaining in compliance with all standards, procedures and regulations. May work on miscellaneous projects as assigned.

Since we serve clients across the country, we are asking you to have a flexible schedule. Our team helps our clients between 8:00am and 8:00 pm (Monday through Friday). Applicants must be able to work any shift between 7:45am-8:00pm EST Monday-Friday and adhere to a set schedule.

This position will start July 22nd with 6 weeks of mandatory uninterrupted training Mon – Fri 8:00am-5:00pm. Shifts are assigned once training is complete.


***Job posting may be removed earlier than stated close date due to volume of applicants.

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates. If you plan to be away the office, update to include your personal email to ensure you do not miss communication through the selection process.

Required Qualifications

  • 2+ years of experience interacting with customers

Desired Qualifications

  • Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact effectively with internal and external partners and clients/customers
  • Advanced Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems
  • Contact center experience
  • Brokerage industry experience
  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
  • Ability to process complex transactions and perform extensive research to resolve complex customer issues
  • Knowledge and understanding of banking or financial services industry
  • Strong attention to detail and accuracy skills

Job Expectations

  • Must be able to attend full duration of required training period
  • Flexibility to work different shifts

Street Address

MN-Roseville: 2700 Snelling Avenue North - Roseville, 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.