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Jenny, Operations Processor

Name: Jenny
Start Date: September 2007
Current Position: Operations Processor
Location: Fremont, CA
Education: High School Diploma , plus coursework at University of the Pacific

What do you do in your role?
I work in Lockbox. Lockbox is a payment processing part of Wells Fargo. Businesses that have their own customers that are making some sort of payment have their customers send the payments to us. We get checks processed 72 hours sooner than if the businesses were doing it themselves.

I’m an internal customer service person. If our external customers have issues, they contact their Client Customer Service officer (CSO), and their CSO contacts me. I research errors and make the processing better so there are not more issues with our customers. I talk to the processors, look at the customer instructions to make sure they’re being followed, and then respond to let them know if there’s an error and what can be done to prevent more errors in the future.

What do you like about it?
I love the people that I work with. Our department is really close-knit. We all go out to lunch together and that sort of thing. I really like the CSOs that I work with. They’re on your side as well. We’re all trying to get the customers to be happy. You get a sense of camaraderie working with all the other departments in Wells Fargo to alleviate customer problems.

What are your career goals?
I don’t really have any at this point. Eventually, I would like to get my degree. Wells Fargo is such a great company to work for, I really wouldn’t mind working my way up. I’ve been with the company less than a year, and I’ve already been promoted with a pay raise.

Has anything surprised you about working at Wells Fargo?
They have a job-shadowing program where you can go to other departments and see what it’s like over there. The job you shadow is something you might move up into. It’s really a way to promote the idea of moving up in the company. They’re always trying to push us to go for bigger and better job positions. I did job shadowing in our own department, which is how I ended up in the position I’m in.

What’s special about Wells Fargo?
Probably how they treat their employees. I’m not another number. What I do matters.
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