Senior Customer Service Representative

Wells Fargo • Irving, TX

1d • Hybrid

About The Position

Wells Fargo is seeking a Senior Customer Service Representative to cultivate and maintain relationships with medium to large and complex and/or high producing accounts within the assigned market territory. In this role, you will: Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact Perform complex customer support tasks Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals Interact with immediate team and communicate with other departments Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints Perform research to resolve complex customer problems Recommend areas needing improvement Interact with internal and external customers

Requirements

• 2+ years 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 complex customer issues.
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management.
• Basic Microsoft Office Skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Experience delivering results in a fast-paced, deadline driven environment.
• Excellent verbal, written, and interpersonal communication skills.
• Good attention to detail and accuracy skills
• Ability to quickly learn business operations and processes.
• This position is not eligible for a visa sponsorship.
• Candidate must reside within a reasonable commute to a location listed in the posting.
• Must be able to work any shift during the regular business operating hours for this department which are Monday- Friday 9:00am-6:00pm cst

Nice To Haves

• 2 years + years of customer service experience
• 2 years + years of contact center experience
• 2 years + years of financial services experience

Responsibilities

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with 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