Senior Customer Service Representative

About this role:

Wells Fargo is seeking a Senior Customer Service Representative within the Equipment Finance department as part of Commercial Banking Operations.

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:

• 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:

• Financial services experience and/or contact center experience

• Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information, including assisting customer with program usage

• Ability to interact effectively with internal and external partners and clients/customers

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

• Strong attention to detail and accuracy skills

• Ability to quickly learn business operations and processes

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

• Excellent verbal, written, and interpersonal communication skills

• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• This position is not eligible for Visa sponsorship

• Candidate must be based out of posted location

• This position offers a hybrid work schedule

• Relocation assistance is not available for this position

• Ability to work additional hours as needed

Locations:

• 801 Walnut St. DES MOINES, IA

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.