Senior Customer Service Representative (Bilingual)

Wells Fargo & Company•Minneapolis, MN

1d•$22 - $31•Hybrid

About The Position

About this role: Wells Fargo is seeking a Senior Customer Service Representative - Personal Loan Consultant (English/Spanish Required) in the Personal Loan Originations contact center to support customers through the personal loan application and fulfillment process. This role serves as a subject matter expert, supporting customers across the full personal loan lifecycle, and contributing to continuous process improvement. The Personal Loan Consultant plays a key role in ensuring a high-quality customer experience while maintaining compliance with policies and procedures. PLCs act as a liaison between various departments to assist customers through the loan origination process. In this role, you will: Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post‑application, and closing activities Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management

Requirements

4+ 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
Bilingual speaking proficiency in Spanish and English

Nice To Haves

Experience supporting loan or consumer lending processes
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Strong problem-solving and analytical skills
Strong organizational, multitasking, and prioritization abilities
Ability to make timely and independent judgment decisions while working in a fast-paced, customer-focused environment
Ability to maintain professional etiquette under pressure
Experience troubleshooting common computer or system issues
Ability to navigate multiple computer systems, screens, applications, and search tools while working on the phone
Demonstrated ability to provide strong customer service by actively listening, eliciting information efficiently, and resolving complex customer issues
Solid knowledge and understanding of financial products, services, and operations

Responsibilities

Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post‑application, and closing activities
Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions
Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps
Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays
Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues
Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams
Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance
Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience
Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management