Senior Customer Service Representative
About The Position
Wells Fargo is seeking Senior Customer Servicing Representatives for a customer facing production role responsible for inbound/outbound correspondence (emails and calls) for the Ricoh program within commercial lending. Correspondence includes direct interactions with our end clients along with internal Sales and external dealers related to their financial products. 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
- 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- Experience supporting clients with invoices, servicing requests, billing inquiries
- Excellent verbal, written, and interpersonal communication skills
- Strong research and analyzing skills
- Strong attention to detail and accuracy skills
- Intermediate Microsoft Office Excel skills, macros and formula experience.
- Effective organizational, multi-tasking, and prioritizing skills
- Exposure to systems such as InfoLease or LeaseConnect
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Credit Intermediation and Related Activities
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
