Customer Service Representative
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 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
Requirements
- 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Must be able to attend full duration of required training period
- Training Schedule: Monday-Friday 8:00am-4:30pm (5 weeks)
- Ability to work additional hours as needed
- Your regular work schedule will be based on business need and may include working some weekends and some holidays
- Must work on-site at the location posted
Nice To Haves
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
