Associate Customer Service Representative Everyday Banking

Wells Fargo Bank•Roanoke, VA

11d•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 and accurate support across financial products and services in a fast-paced, dynamic, and metric-driven environment. Representatives address customer concerns, resolve issues, and help deliver a positive customer experience through phone and digital channels. The role is onsite at 7711 Plantation Rd, Roanoke, VA 24019. Required training begins January 11, 2027, or January 19, 2027, and lasts seven weeks, Monday through Friday from 8:30 a.m. to 5:00 p.m. The post-training schedule will be provided before the start date and is based on business needs. The business is open every day from 6:00 a.m. to midnight EST; the regular schedule includes a weekend day and some holidays. Additional hours may be needed. The role is not eligible for visa sponsorship, and employees must attend the full required training period. The base pay range is $18.00 to $22.12. Employees may also be eligible for incentive opportunities. Wells Fargo describes its benefits as available to eligible employees.

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.
Must attend the full duration of the required training period.
Ability to work additional hours as needed.
Must work onsite at the posted location.

Nice To Haves

Experience delivering customer support in a financial services contact center.
Customer service experience using active listening, effective communication, identifying customer needs, and customer understanding to resolve inquiries, address concerns, and build 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, 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.