Senior Customer Service Representative

Wells Fargo Bank • Irving, TX

4d • Hybrid

About The Position

At Wells Fargo, a Senior Customer Service Representative leads the resolution of complex customer inquiries and escalations. The role applies knowledge of procedures, systems, and customer needs to navigate challenging situations, deliver effective outcomes, and ensure a consistent, customer-centric experience. The representative serves as a trusted resource to customers and team members, providing guidance, coaching, and procedural interpretation to less experienced representatives.

The position requires operating independently in a fast-paced, metric-driven environment while balancing productivity, risk awareness, and compliance. The representative collaborates with internal and cross-functional teams, identifies opportunities for improvement, and delivers high-quality service that supports customer outcomes and team effectiveness. The position is based in Irving, Texas, and offers a hybrid work schedule. Candidates must be based out of the posted location. Additional hours may be needed. The position is not eligible for visa sponsorship, and relocation assistance is not available.

Requirements

• At least 2 years of customer service, financial services, or contact center support experience, or equivalent demonstrated through work experience, training, military experience, or education.

Nice To Haves

• Ability to resolve complex customer inquiries and escalations through active listening, identifying customer needs, sound judgment, and a customer-focused approach.
• Critical thinking and problem-solving skills, including researching issues, identifying root causes, assessing risk, making informed decisions, and managing escalations.
• Experience succeeding in a fast-paced, high-volume environment while maintaining accuracy, attention to detail, quality, and compliance.
• Ability to build trusted relationships with customers, business partners, and employees through collaboration, professionalism, and emotional intelligence.
• Experience navigating multiple systems, tools, products, and resources while adhering to policies, procedures, regulatory requirements, and risk controls.
• Knowledge of customer support operations, customer needs, product offerings, risk management practices, and regulatory requirements.
• Experience providing subject matter expertise, sharing best practices, supporting team development, and driving process improvements and operational excellence.
• Resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations.

Responsibilities

• Navigate systems and processes to deliver seamless, compliant customer interactions.
• Respond to and resolve complex inbound customer inquiries and escalations accurately and promptly.
• Apply knowledge of systems, procedures, and policies to manage challenging situations and ensure compliant outcomes.
• Assess issues, conduct research, and determine effective resolutions using advanced problem-solving and judgment.
• Collaborate with internal teams and cross-functional groups to resolve issues and improve service delivery.
• Work independently in a fast-paced, metric-driven environment while balancing productivity, risk awareness, and compliance.
• Identify opportunities for improvement and use available tools and resources to deliver high-quality service.
• Guide less experienced staff on procedures, complex escalation management, customer issue resolution, and service best practices.

What This Job Offers

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