Associate Customer Service Representative Everyday Banking

Wells Fargo•Charlotte, NC

1d•Onsite

About The Position

Wells Fargo is hiring an Associate Customer Service Representative in Everyday Banking to serve as a front-line representative in a high-volume inbound call center. The role provides support across financial products and services in a fast-paced, dynamic, and metric-driven environment. The representative answers customer questions, handles transactions and service requests, resolves concerns, and supports a positive customer experience through timely, accurate, and empathetic service. The position requires attending a paid, seven-week training program beginning December 7. Training is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m., and attendance for the full training period is required. The business is open daily from 6:00 a.m. to 10:00 p.m. Eastern Time. Regular schedules depend on business needs and include at least one weekend day and some holidays; most schedules are mid-shift or evening-shift. The role is on-site at the posted Charlotte, North Carolina location, may require additional hours, and 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 paid seven-week training period.
Work on-site at the posted location.
Work at least one weekend day and some holidays as part of the regular schedule.
Ability to work additional hours as needed.

Nice To Haves

Experience delivering customer support in a financial services contact center.
Customer service experience using active listening and effective communication to identify customer needs, 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 resolve escalations and achieve 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.
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; escalate and remediate issues as appropriate.