Customer Service Representative - Sbcc

About This Role

Wells Fargo is seeking a Customer Service Representative as part of the Small Business Contact Center line of business for credit cards. Learn more about the career areas and lines of business at wellsfargojobs.com.

In This Role, You Will

• Interact with customer service team on complex customer issues
• Perform moderately complex customer support tasks
• Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customer issues to provide first call resolution
• Provide training on policies and procedures, and provide guidance to less experienced individuals, as well as internal and external customers
• Support financial products and services
• Receive direction from customer service supervisor and escalate non-routine questions

Required Qualifications, US:

• 2+ 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:

• Capacity to resolve escalated complex customer issues
• Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
• Experience with bank and credit loan policies for Consumer and Small Business Banking
• Experience handling calls in inbound and outbound call queues
• Solid knowledge and understanding of bank policies, procedures, and systems
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment
• Skills to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to achieve high production and quality standards
• Excellent verbal, written, and interpersonal communication skills
• Capability to exercise independent judgment to identify and resolve problems
• Knowledge using CPS, BCS, FDR, BDCMS, HOGAN, Credit Bridge, BDCAS, and DocuSign.
• Strong organizational, multi-tasking, and prioritizing skills

Job Expectations:

• Training: M-F 8:00am-4:30pm PST for 4-6 weeks
• Location: 2800 S Price Road Chandler, AZ 85286 / 11601 N Black Canyon Hwy Phoenix, AZ 85029
• Hybrid: This position does offer a hybrid schedule
• Work Hours: M-F 6:00AM-6:00PM PST (Daylight Savings time 7:00am-7:00pm PST) shift anytime within operating hours

NOTE: 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, age, 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.

Drug and Alcohol Policy

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

Reference Number

R-285194-2