Senior Customer Service Representative
About The Position
Wells Fargo is seeking a Senior Customer Service Representative Commercial Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will support the performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of the team. You will provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact. You will 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. You will interact with your immediate team and communicate with other departments. You will support less experienced representatives and assist managers or supervisors in handling escalated inquiries or complaints. You will perform research to resolve complex customer problems and recommend areas needing improvement. You will 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
- Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions
- Excellent written communication skills. 90% of this position requires customer E-mail communication
- Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Strong attention to detail and accuracy skills
- Excellent verbal, written, and interpersonal communication skills
- Effective organizational, multi-tasking, and prioritizing skills
- Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
- Ability to interact effectively with internal and external partners and clients/customers
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
Benefits
- Relocation assistance is not available for this position
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
