Senior Customer Service Representative
About The Position
About this role: Wells Fargo is seeking a Senior Customer Service Representative in Consumer Lending for Auto Origination team. 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
- Call center customer service experience in the financial services industry
- Indirect auto lending experience, with a large financial institution
- Excellent verbal, written, and interpersonal communication skills
- Knowledge and understanding of communications development in financial services industry
- Ability to navigate multiple computer
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
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
