Associate Customer Service Representative Everyday Banking

Wells Fargo Bank•Charlotte, NC

21h•Onsite

About The Position

Wells Fargo is hiring an Associate Customer Service Representative in Everyday Banking to provide front-line support in a high-volume inbound call center. The role delivers timely and accurate assistance across financial products and services in a fast-paced, dynamic, metric-driven environment. Representatives address customer concerns, resolve issues, and support positive customer experiences across phone and digital channels. The position is onsite at the posted Charlotte, North Carolina location. New hires must attend the full paid seven-week training program. Training classes start on January 11, January 19, or January 25, 2027, and training runs Monday through Friday, 8:30 a.m. to 5:00 p.m. Regular schedules are based on business needs; the service operation is open Sunday through Saturday, 6:00 a.m. to 10:00 p.m. Eastern Time. Schedules will include at least one weekend day and some holidays, and most will be mid-shift or evening-shift. Additional hours may be required. The schedule may be eligible for a shift differential under the applicable policy. The role is not eligible for visa sponsorship. Wells Fargo expects employees to follow applicable risk, compliance, and other company policies and procedures, escalate and remediate issues appropriately, and make sound risk decisions.

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 of these.
Ability to attend the full duration of the required seven-week training period.
Ability to work additional hours as needed.
Ability to work at the posted onsite location.
Availability to work at least one weekend day and some holidays, according to the regular schedule based on business need.

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 inquiries in a fast-paced, high-volume, metric-driven environment while maintaining professionalism, accuracy, and service quality.
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.
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 with 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 and compliance programs, policies, and procedures; fulfill risk and compliance obligations; and escalate and remediate issues appropriately.