On Line Customer Service Representative 4

Wells Fargo Charlotte , NC 28201

Posted 10 months ago

Job Description:

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

Responsible for handing escalated and unresolved calls from less experienced bankers and provides direction and coaching on opportunities as needed to meet defined performance objectives. Assists supervisor/manager with management of the daily activities of a group of online customer service representatives who have clearly defined objectives including asking questions to learn about and ensures the teams work is completed on time and accurately by planning, coordinating and monitoring the daily activities of the team. Duties may include: promoting campaigns; tracking quality progress and results; communicating with other departments to resolve customer issues; walking the floor to respond to questions from staff; monitoring work in progress and making adjustments where needed; giving feedback and training to staff; addressing scheduling issues. Reviews data and reports trends to management. Recognizes and recommends areas needing improvement.

Hours: Sunday-Thursday 7:00AM-4:00PM with Friday and Saturday off

Required Qualifications

  • 3+ years of experience in one or a combination of the following: interacting with people or customers, assessing and meeting the needs of customers, or solving customer problems
  • 2+ years of financial services experience, call center experience, or a combination of both
  • 6+ months of coaching and/or motivating experience

Desired Qualifications

  • Experience resolving and working through escalated and complex customer issues

  • Outstanding problem solving skills

  • Excellent verbal, written, and interpersonal communication skills

  • Extensive knowledge and understanding of banking products and services

  • Advanced Microsoft Office skills

  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information

  • Ability to troubleshoot common computer problems

  • Knowledge and understanding of online banking products, policies, and procedures; within a call center environment

  • 1+ year of call center customer service experience in the financial services industry

  • Ability to provide oversight and guidance on escalated issues

  • Knowledge and understanding of Hogan

  • Exposure to Wells Fargo CIV (Customer Information View) application

  • Knowledge and understanding of Softphone

  • Knowledge and understanding of NICE Call Recording

  • Knowledge and understanding of Customer Contact Management (CCM)

  • Exposure to Wells Fargo CSA (Customer Service Application)

  • Knowledge and understanding of Workforce Optimization (WFO)

  • Strong knowledge and understanding of Virtual Library


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


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On Line Customer Service Representative 4

Wells Fargo