Associate Customer Service Representative Everyday Banking

Wells Fargo•Roanoke, VA

1d•$18 - $22•Onsite

About The Position

Wells Fargo is hiring an Associate Customer Service Representative in Everyday Banking. The role serves as the front line in a high-volume inbound call center, providing timely support across financial products and services. The representative works in a fast-paced, dynamic, and metric-driven environment to provide accurate information, address customer concerns, resolve issues, and support a positive customer experience. The position is on-site at 7711 Plantation Rd, Roanoke, Virginia. Required training lasts seven weeks, with classes starting January 11, 2027, or January 19, 2027, from 8:30 a.m. to 5:00 p.m. Monday through Friday. The post-training schedule will be provided before the start date and will be based on business needs. The service operation is open daily from 6:00 a.m. to 12:00 a.m. Eastern Time; the regular schedule includes a weekend day and some holidays. Additional hours may be required. The role is not eligible for visa sponsorship. The stated base pay range is $18.00–$22.12. Employees may also be eligible for incentive opportunities. Eligible employees may access benefits including health benefits, a 401(k) plan, paid time off, disability benefits, life and insurance coverage, parental and caregiving leave, discounts and savings, commuter benefits, tuition reimbursement, scholarships for dependent children, and adoption reimbursement.

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.
Ability to attend the full required training period.
Ability to work additional hours as needed.
Must work on-site at the posted location.
The position is not eligible for visa sponsorship.

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 and compliance programs, policies, and procedures; escalate and remediate issues appropriately.