Retail Support Representative

Retail Support Representative

Requirements

• Excellent customer service skills
• Excellent communication skills, both written and verbal
• Detail-oriented
• Ability to work and multi-task in a fast paced environment
• Ability to use a personal computer and job-related software
• MS Word – Basic Level
• MS Excel – Intermediate Level
• MS PowerPoint – Basic Level
• Experience in Premier Teller, Business Process Manager, Web Director or banking support beneficial, but not required

Responsibilities

• Provides timely and courteous assistance to customer-facing and other Bank-wide staff through the HELP Line and department mailbox by answering rotation queue telephone calls and emails respectively.
• Answers questions, provides functional guidance with Premiere Teller and other system actions, researches situations and escalates issues or redirects to another support department.
• Acts as liaison to branches to resolve issues such as Beneficial Ownership, CIP and compliance with operational procedures.
• Reviews customer documentation such as POAs, Trust agreements, Letters of Authority, required business documentation, etc.
• Assists in training for customer-facing staff and Bank-wide employees by developing hand-out materials to include screen shots and visuals for product and new software training, drafting communications regarding product, procedure or software for Retail Bank or Bank-wide distribution.
• Assists in activities affecting physical branches such as de novos, consolidations, closings and branch acquisitions, including contacting vendors, arranging cash deliveries and pickups, updating access to Wells Fargo Foreign Currency Exchange, training on cash recyclers or other equipment as directed by Supervisor of Retail Support.
• Performs other related duties and projects as assigned.

Preferred Qualifications

• Experience in Premier Teller, Business Process Manager, Web Director or banking support beneficial, but not required