Senior Customer Service Representative

About this role:

Wells Fargo is seeking an Customer Service Representative Operations Payments as part of Shared Service Operations. Learn more about the career areas and business divisions at wellsfargojobs.com

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

Required Qualifications:

• 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

Desired Qualifications:

• Call center customer service experience in the financial services industry

• Excellent verbal, written, and interpersonal communication

• Ability to research problems, analyze data, escalate, or recommend potential solutions

• Ability to coordinate completion of multiple tasks and meet established service level agreements

• Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

• Good PC skills with the aptitude to learn new systems quickly

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

• Ability to provide strong customer service while actively listening and responding in an appropriate manner

• Strong data entry and attention to detail skills

• Ability to interact with all levels of an organization

• Solid problem-solving skills

• Ability to perform repetitious tasks

• Ability to perform in a fast-paced deadline driven environment

• Ability to effectively listen and elicit information

Job Expectations:

• This is not a remote position. Must be available to work a hybrid model which typically consists of 3 days per week in the physical office location. May be subject to change.

• Must be available to work a shift Monday-Friday. Operating hours are 7am - 7pm CST.

• Location: 600 S 4TH ST. MINNEAPOLIS, MN 55415-1526

Posting End Date:

1 Jul 2024

• Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.