Senior Customer Service Representative
About The Position
Wells Fargo is seeking a Senior Customer Service Representative in our Commercial Banking Operations Division. 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 perform complex customer support tasks, provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives, and assist managers or supervisors on handling escalated inquiries or complaints. You will also perform research to resolve complex customer problems, recommend areas needing improvement, and assist with various application testing for enhancements & regression testing. You will interact with internal and external customers and other departments.
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
Nice To Haves
- Previous Customer Service experience in Equipment Finance/Leasing
- Strong de-escalation skills
- Proven ability to coach, guide, and influence team members through real-time feedback and performance coaching
- Skilled in researching and resolving complex customer concerns, identifying root causes, and implementing effective solutions
- Ability to evaluate procedures and recommend improvements to enhance efficiency, customer experience, and team performance
- Deep understanding of policies, procedures, and systems, with the ability to clearly communicate guidance
- Strong verbal, written, and interpersonal communication skills
- Ability to consistently meet productivity, quality, and QA performance objectives
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Strong attention to detail, organization, prioritization, and multi-tasking skills
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
- Assist with various application testing for enhancements & regression testing
- Interact with internal and external customers
Benefits
- Wells Fargo is an equal opportunity employer.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
