Senior Customer Service Representative

About this role:

Wells Fargo is seeking Senior Customer Service Representative as part of Small Business Application Fulfillment for Consumer and Business Banking. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support clients with fulfilling needs originated during their deposit account opening from the Wells Fargo Online® Site

• Perform tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations

• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints

• Assist customers with detailed requests related to opening new accounts, reviewing required documentation and verifying business relationship ownership

• Receive direction from management and escalate non routine questions when answering inquiries or resolving issues

• Perform research to resolve complex customer problems

• Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information.

• Assessing customer needs and offering products and services as appropriate

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management

• Intermediate Microsoft Office Skills (Work, Excel, Outlook and Teams)

• Knowledge and understanding of reading and interpreting legal documents

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

• Experience delivering results in a fast-paced, deadline driven environment

• Excellent verbal, written, and interpersonal communication skills

• Good attention to detail and accuracy skills

• Ability to quickly learn business operations and processes

• Knowledge and understanding of business banking: products and services

• Knowledge and understanding of opening new deposit or loan accounts for retail and commercial customers

• Ability to identify customer needs and obstacles and take the necessary steps to problem solve

• Ability to navigate multiple computer screens while working on the phone

• Ability to solve complex customer transactions on multiple systems

Work Schedule:

• Monday-Friday 9am-5:30pm (CST)

Job Expectations:

• Must attend full duration of required 7-week training period

• Hires receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services

• Training class starts on August 3rd and runs Monday - Friday 9am - 5:30pm (CST)

• This position is not eligible for Visa sponsorship

Location:

• 4101 Wiseman Blvd Bldg 102 SAN ANTONIO, TX 78251

Posting End Date:

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.