Senior Customer Service Representative

Location : Charlotte, North Carolina, Phoenix, Arizona Job ID R-129914 At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do.

We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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

About this role :

Wells Fargo is seeking a Senior Customer Service Representative in Customer Care as part of Consumer and Small Business Banking.

Learn more about the career areas and lines of business at

In this role, you will :

• Answer incoming calls and make outbound contact to our customers and bankers to support account servicing needs
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Respond to banker / customer inquiries, servicing accounts, maintenance requests
• Participate in initiatives requiring system fixes or enhancements
• Resolve routine and escalated issues
• Communicate with other departments as necessary
• Interact with immediate team and communicate with other departments
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with internal and external customers

Required Qualifications, US :

• 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
• 1 year of call center environment experience

Desired Qualifications :

• 1 year of Wells Fargo Small Business Operations Experience
• 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
• Knowledge and understanding of Small Business Operations products and services
• Exposure to Wells Fargo Small Business Operations systems such as : CPS, FDR, or BCS
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Posting Locations :

• Charlotte, NC
• Phoenix, AZ

Pay Range

Salary range is determined by location of the job.

Job posting may come down early based on the volume of candidates.

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 units 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, or status as a protected veteran.

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.

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