Associate Customer Service Representative Everyday Banking | Military Boots to Banking - Veteran Initiative

Wells Fargo Bank•Roanoke, VA

1d•Onsite

About The Position

Wells Fargo is seeking an Associate Customer Service Representative in Everyday Banking. This role is part of the Military Boots to Banking - Veteran Initiative. CSBB Operations delivers foundational operational and contact center services for consumers, small businesses, and wholesale customers. Services include deposits, payments, ATM operations, fraud and claims, account reconciliation, cash vault services, mail and courier solutions, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services. In this role, you will support customers with empathy regarding financial products and services through various channels in a fast-paced, high-volume environment. You will perform routine tasks such as answering inquiries, resolving problems, and providing excellent customer service while adhering to guidelines, policies, and regulations, and navigating multiple computer systems. You will receive direction from supervisors and escalate questions to more senior employees, and interact with team members and customers on basic information.

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
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
Ability to execute in a fast paced, high demand, metric driven call center environment
Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information
Knowledge, understanding and experience of internet, mobile, and social media technology
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

Military experience researching and assessing questions, process, and procedures to make recommendations on solutions.
Military experience with tracking information in multiple computer systems with high level of accuracy.
Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
US Military Service in US Army, US Marine Corps, US Navy, US Air Force, US Coast Guard, US Space Force.

Responsibilities

Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
Regularly receive direction from supervisor and escalate questions and issues to more senior employees
Interact with team on basic information, plus internal or external customers