Associate Customer Service Representative Everyday Banking

Wells Fargo & Company•Charlotte, NC

2d•Onsite

About The Position

Wells Fargo is hiring an Associate Customer Service Representative in Everyday Banking to serve as a frontline representative in a high-volume inbound call center. The role provides timely support across financial products and services in a fast-paced, dynamic, metric-driven environment. The representative responds to customer interactions through phone and digital channels, handles inquiries and transactions, resolves concerns, and contributes to a positive customer experience while following established processes and regulatory guidelines. The position is based on-site at 1525 W W.T Harris Blvd, Charlotte, NC 28262. Required paid training lasts seven weeks, with classes starting January 11, January 19, or January 25, 2027. Training hours are 8:30 a.m. to 5:00 p.m., Monday through Friday, and attendance for the full training period is required. The business is open daily from 6:00 a.m. to 10:00 p.m. EST. Regular schedules depend on business needs and include at least one weekend day and some holidays; most schedules are mid-shift or evening-shift. Additional hours may be required. The role is not eligible for visa sponsorship.

Requirements

At least 6 months of customer service, financial services, or contact center support experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination.
Attend the full duration of the required seven-week paid training period.
Work on-site at the posted location.
Work at least one weekend day and some holidays, according to the regular schedule based on business needs.
Ability to work additional hours as needed.
This role is not eligible for visa sponsorship.

Nice To Haves

Experience delivering customer support in a financial services contact center.
Customer service experience applying active listening and effective communication, identifying customer needs, understanding customers, resolving inquiries, addressing concerns, and building strong customer relationships.
Experience handling inquiries in a fast-paced, high-volume, metric-driven environment while maintaining professionalism, accuracy, and quality service.
Problem-solving skills, including researching issues, identifying root causes, evaluating solutions, and delivering 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.
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 and accurate support.
Assist customers with inquiries, transactions, and service requests across financial products and services, using empathy.
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.
Follow applicable risk programs, Wells Fargo policies and procedures, and risk and compliance obligations; escalate and remediate issues appropriately and make sound risk decisions.