Senior Customer Service Representative

Wells Fargo • San Antonio, TX

1d • Onsite

About The Position

Wells Fargo is seeking a Senior Customer Service Representative as part of Small Business Application Fulfillment for Consumer and Business Banking. In this role, you will support clients with fulfilling needs originated during their deposit account opening from the Wells Fargo Online® Site. You will perform tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations. You will also support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints. You will assist customers with detailed requests related to opening new accounts, reviewing required documentation and verifying business relationship ownership. You will receive direction from management and escalate non-routine questions when answering inquiries or resolving issues. You will perform research to resolve complex customer problems and navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information. You will also assess customer needs and offer products and services as appropriate.

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
• Intermediate Microsoft Office Skills (Work, Excel, Outlook and Teams)
• Knowledge and understanding of reading and interpreting legal documents
• 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
• Knowledge and understanding of business banking: products and services
• Knowledge and understanding of opening new deposit or loan accounts for retail and commercial customers
• Ability to identify customer needs and obstacles and take the necessary steps to problem solve
• Ability to navigate multiple computer screens while working on the phone
• Ability to solve complex customer transactions on multiple systems

Responsibilities

• Support clients with fulfilling needs originated during their deposit account opening from the Wells Fargo Online® Site
• Perform tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Assist customers with detailed requests related to opening new accounts, reviewing required documentation and verifying business relationship ownership
• Receive direction from management and escalate non-routine questions when answering inquiries or resolving issues
• Perform research to resolve complex customer problems
• Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information
• Assessing customer needs and offering products and services as appropriate

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed