Customer Service Representative

Wells Fargo & Company•Phoenix, AZ

1d•Onsite

About The Position

Wells Fargo is seeking a Customer Service Representative in Consumer Small Business Credit card. In this role, you will support customers and 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. You will interact with the customer service team and perform moderately complex customer support tasks. You will manage risk by following all policies and procedures and staying abreast of changes to them. You will advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed. You will receive direction from a customer service supervisor and escalate non-routine questions.

Requirements

1+ year 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 interact with integrity and a high level of professionalism with all levels of customers, team members and management.
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
Excellent verbal, written, and interpersonal communication skills
Ability to negotiate, influence, and collaborate to build successful relationships.
Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.
Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
Good analytical skills with high attention to detail and accuracy.
Wells Fargo Consumer Lending Portal/Open Text experience
Systems of Record: BSC and CIV
Call Center/Phone experience
Must be able to attend full duration of required training period
Must work on-site at the location posted
Ability to work additional hours as needed

Responsibilities

Support customers and 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
Interact with customer service team and perform moderately complex customer support tasks
Manage risk by following all policies and procedures and staying abreast of changes to them
Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
Receive direction from customer service supervisor and escalate non-routine questions