Senior Branch Product Support Representative - Consumer Core

About the position

Wells Fargo is seeking Senior Branch Product Support Representatives in Banker Connection Consumer Core as part of Consumer Banking and Lending (CBL). 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!

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.

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

Nice-to-haves

  • 1+ 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

Benefits

  • continuous coaching and development
  • robust benefits
  • competitive compensation
  • programs designed to help you find work life balance and well-being
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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