Associate Customer Service Representative Everyday Banking

Wells Fargo Bank•Roanoke, VA

7d•Onsite

About The Position

Wells Fargo is seeking an Associate Customer Service Representative in Everyday Banking. At Wells Fargo, an Associate Customer Service Representative serves as the front line in a high-volume, inbound call center, delivering timely support across a range of financial products and services. You will operate in a fast-paced, highly dynamic, and metric-driven environment as you provide timely and accurate information, address customer concerns, resolve issues, and support a positive customer experience.

Requirements

6+ months of customer service, financial services or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Must be able to attend full duration of required training period
Ability to work additional hours as needed
Must work on-site at the location posted

Nice To Haves

Experience delivering customer support in a contact center in the financial services industry
Demonstrated customer service experience using active listening, effective communication, identifying customer needs, and customer understanding to resolve inquiries, address concerns, and build strong customer relationships
Experience managing customer inquiries in a fast-paced, high-volume, metric-driven environment while maintaining professionalism, accuracy, and quality service
Problem-solving skills with the ability to research issues, identify root causes, evaluate solutions, and deliver timely resolutions
Attention to detail and ability to navigate multiple systems, applications, and search tools while maintaining accuracy and compliance with policies and procedures
Experience collaborating with customers, business partners, and team members to achieve shared goals, resolve escalations, and deliver positive outcomes
Demonstrated resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations

Responsibilities

Respond to and resolve high volumes of inbound customer interactions across phone and digital channels, providing timely, accurate support
Assist customers with inquiries, transactions, and service requests with empathy across financial products and services
Deliver a positive customer experience through clear communication, empathy, and problem-solving
Perform routine tasks by following established processes, procedures, and regulatory guidelines
Navigate multiple systems to access information, document interactions, and complete transactions
Escalate complex or higher-risk customer concerns to experienced colleagues or leadership when appropriate
Collaborate with peers and internal partners to support timely issue resolution and customer satisfaction
Review customer information for accuracy and completeness and maintain appropriate records