Branch Product Support Representative

About this role:

Wells Fargo is seeking a Branch Product Support Representative. The role covers jobs that are internal partners and tailored support for our branch employees regarding consumer account transactions, procedures, system navigation, and issues, including escalations for complex issues and consumer document review.

In this role, you will:

Support Branch Product Support and seek ways to improve processes within established procedures

Support branch employees and internal business partners by delivering exceptional internal customer experience while taking inbound calls; Provide expertise, resources, and procedural support to internal partners, enabling them to make recommendations on products and services that best align to the customer's needs.

Perform moderately complex customer support tasks to include consumer branch policy and procedure review with a focus on accuracy and risk mitigation

Receive direction from leaders and escalate non-routine questions while developing the knowledge to understand function, policies, procedures, and compliance requirements.

Interact with immediate team on less complex information as well as internal customers, primarily branch employees, to deliver first contact resolution and support for critical transactions. Regularly receive direction from supervisor and escalate questions and issues to more experienced roles.

Establish, develop, and maintain positive business relationships with internal partners. Perform routine administrative, transactional, operational, and customer support tasks. Deliver first contact resolution for critical transactions that may include wire transactions, fiduciary account and owner creation/maintenance, official bank check reviews, and special account questions and maintenance, seeking guidance from more experienced peers when necessary.

Proactively provide feedback to time sensitive requests related to outages, issues, and updates. Provides recommendations and information needed to update policies and procedures.

Required Qualifications:

1+ year of Branch or Customer Service support experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Must have completed at least two (2) years of college education, any field

At least 1+ year pf professional experience in Customer Service in a Financial Services, Shared Services, and/or BPO work environment

Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues

Knowledge and understanding of systems resource systems and applications

Strong ability to quickly analyze and troubleshoot complex issues and communicate solutions in fast paced, high demand, environment

Ability to navigate multiple systems and applications to research and identify current business documentation and procedures

Outstanding problem solving and decision-making skills

Strong organizational, multi-tasking, and prioritizing skills

Experience interacting positively with difficult or irate customers

Excellent English communication skills, verbal, written, and interpersonal communication skills

Ability to achieve high production and quality standards

Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Job Expectations:

Provide subject matter expertise and interpretation of procedures to internal partners

Support internal partners with new or enhanced services and procedural changes to improve customer experience

Provide navigation assistance through resources and systems (such as SVP, TellerView, Branch Portal)

Interact with immediate team and communicate with other departments

Perform research to resolve complex customer problems

Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact

Ensure business documents meet compliance standards and accuracy

Interact with internal team members (inbound environment)

Applicants must be amenable to work onsite

Weekday hours are between 8:30 AM - 9:00 PM (Eastern Time) and Saturday hours are 9:00 AM to 5:00 PM (Eastern Time), with the potential to to Sunday hours

Shifts are assigned based on business need

Ability to work shifts within the business hours of operation as outlined above

Must be able to attend full duration of required training period

This position offers a hybrid work schedule, McKinley Hill Taguig

Posting End Date:

10 Aug 2026

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

We Value Equal Opportunity

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.