Senior Customer Service Representative

Wells Fargo Bank•Minneapolis, MN

7d•$24 - $31•Onsite

About The Position

About this role: Wells Fargo is seeking a Senior Customer Service Representative in our Investment Contact Center (ICC). Wealth Investment Management (WIM) Contact Center provides service and support for clients of WIM's lines of business, the Client Relationship Group and Private Wealth. The client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. In this role, you will service clients and their relationship teams with their banking products via telephone. You will act as a front-line problem solver to address client concerns, assisting them as needed. This is a challenging role with a broad focus dealing with many products and systems. Successful employees are detailed and organized, able to multitask in a fast-paced action oriented environment, and able to think outside the box to provide best-in-class customer service to support our client's needs. Our employees must be reliable, punctual, and always ready to learn new ways to support clients and to provide an exceptional client experience every day. 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

2+ 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

Prior call center and/or financial services experience is preferred.
Ability to work in a fast-paced action-oriented environment
Effective organizational, multi-tasking, and prioritizing skills
Excellent verbal, written, and interpersonal communication skills
Ability to understand client concerns, questions, and problems then identify appropriate solutions
Basic Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Must be detailed oriented and see tasks end-to-end
Approaches change positively—whether it's new products, new scripts, or new systems.
Ability to work additional hours as needed
Must be able to complete the full duration of training
Comfortable navigating multiple systems, documenting calls, and maintaining conversation flow simultaneously.
Should be able to work during the hours of operation, Monday - Friday, 7:00 AM - 7:00 PM CT

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