Customer Service Representative

Wells Fargo • Charlotte, NC

1d • Hybrid

About The Position

Wells Fargo is seeking a Customer Service Representative in their Payment Operations/Wires area of the Bank. This role involves supporting financial products and services, identifying opportunities to improve customer service experience, and offering ideas to resolve internal and external customer issues to provide first call resolution. The representative will perform moderately complex customer support tasks, receive direction from a customer service supervisor, and escalate non-routine questions. They will also interact with the customer service team on complex customer issues, provide training on policies and procedures, and offer guidance to less experienced individuals, as well as internal and external customers.

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

Nice To Haves

• Bilingual speaking proficiency in Spanish/English
• Call center experience
• Financial services/Banking customer service experience
• Knowledge and understanding of foreign and domestic wire transfers processing
• Experience performing extensive research to resolve complex customer inquiries
• Excellent verbal, written, and interpersonal communication skills
• Ability to interact effectively with internal and external partners and clients/customers
• Advanced Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to troubleshoot common computer problems
• Ability to identify risk factors and provide alternatives to mitigate
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to follow policies, procedures, and regulations
• Strong organizational, multi-tasking, and prioritizing skills
• Strong attention to detail and accuracy skills
• Knowledge and understanding of internet or intranet-based business systems

Responsibilities

• Support financial products and services
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
• Perform moderately complex customer support tasks
• Receive direction from customer service supervisor and escalate non-routine questions
• Interact with customer service team on complex customer issues
• Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees