Branch Product Support Representative

Wells Fargo Bank•Charlotte, NC

About The Position

Wells Fargo is seeking a Branch Product Support Representative in Banker Connection as part of Consumer Banking & Lending (CBL). Learn more about the career areas and lines of business at www.wellsfargojobs.com . Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. Join us! 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. Training and Schedule: In addition to all the extensive benefits and resources to support our employees we also provide you with continuous coaching and development which enhances your ability to provide exemplary service and fosters career growth. Such resources and support helped us earn the coveted LinkedIn award as the best financial services company to grow your career in the US. We are hiring for part-time positions, 25 hours a week. Weekday hours are between 11:30am-4:30pm (EASTERN TIME), with the potential to expand to Saturday and Sunday hours. Shifts are assigned based on business need. Training classes start 5/4/2026 in Charlotte, NC. Training hours will be 8:30am-5:00pm (LOCAL TIME), Monday-Friday. You are required to attend the full duration of this paid 8 to 9 weeks of training.

Requirements

2+ years of Branch or Customer Service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
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 is not eligible for Visa sponsorship.

Nice To Haves

2+ years of financial customer service experience
Complex problem-solving skills
Good PC skills with the aptitude to learn new systems quickly
Ability to navigate multiple systems and applications to research and identify current business documentation and procedures
Ability to effectively listen and elicit information
Good verbal, written, and interpersonal communication skills
Strong attention to detail and accuracy skills
Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Responsibilities

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.