Customer Service Representative

Wells Fargo Bank•Charlotte, NC

11h•Onsite

About The Position

Wells Fargo is seeking a Customer Service Representative in our Investment Contact Center (ICC). The Wealth Investment Management (WIM) Contact Center provides service and support for clients of WIM's lines of business, the Client Relationship Group and The Private Bank. The client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. In this role, you will service clients with brokerage accounts via telephone. You will act as a front-line problem solver to address client concerns, assisting them as needed. This is a challenging role with a broad focus. Successful employees are punctual, reliable, and are always learning new ways to support clients and to provide an exceptional client experience every day. 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 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 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 provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
Ability to execute in a fast paced, high demand, metric driven call center environment.
Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy.
Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information.
Must be able to attend full duration of required training period.
Ability to work additional hours as needed.
Must work on-site at the location posted.

Nice To Haves

Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
Knowledge, understanding and experience of internet, mobile, and social media technology.
Industry experience in financial, mortgage, administrative, collections, or reporting areas.
Strong knowledge and understanding of bank policies, procedures, and systems.

Responsibilities

Service clients with brokerage accounts via telephone.
Act as a front-line problem solver to address client concerns, assisting them as needed.
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.