Associate Customer Service Representative - Consumer Lending Audit Team - Call Center Environment

Join Wells Fargo's Consumer Lending Audit Team as an Associate Customer Service Representative

Wells Fargo, a leading financial services company with approximately $1.9 trillion in assets, is seeking a highly motivated and customer-focused individual to join our Consumer Lending Audit Team as an Associate Customer Service Representative in a call center environment. As a key member of our team, you will play a critical role in providing exceptional customer service and support across various consumer lending channels, including Home Lending, Auto, Credit Cards, and more.

About Our Team and Company Culture

Wells Fargo is committed to building strong customer relationships, driven by a culture that values diversity, equity, and inclusion. Our Consumer Lending Audit Team is dedicated to ensuring the highest level of customer satisfaction and regulatory compliance. As an Associate Customer Service Representative, you will be part of a dynamic team that is passionate about delivering best-in-class customer experiences and supporting our customers through various channels, including phone, text, chat, and video chat.

Key Responsibilities

• Provide exceptional customer service and support to customers with inquiries or issues related to financial products and services, demonstrating empathy and a deep understanding of our offerings.
• Respond to customer inquiries, resolve problems, and address concerns in a timely and professional manner, adhering to work guidelines, policies, and regulations.
• Navigate multiple computer systems, applications, and search tools to find information and resolve customer issues efficiently.
• Escalate complex questions and issues to senior employees, as needed, to ensure timely resolution and customer satisfaction.
• Maintain attention to detail and accuracy in all interactions, ensuring that customers receive accurate information and support.
• Meet or exceed business goals and objectives, working in a fast-paced, high-volume call center environment.

Essential Qualifications

• 6 months of customer service, financial services, or contact center experience, or equivalent demonstrated through work experience, training, military experience, or education.
• Ability to work in a fast-paced, high-volume call center environment, with a strong focus on customer satisfaction and regulatory compliance.
• Excellent verbal, written, and interpersonal communication skills, with integrity and a high level of professionalism.
• Ability to navigate multiple computer systems, applications, and search tools to find information and resolve customer issues.

Preferred Qualifications

• Military experience resolving complex issues via written or verbal communication, including supply action requests, updating personnel records, and answering benefit or pay questions.
• Knowledge and understanding of internet, mobile, and social media technology, with the ability to leverage these channels to support customers.
• Experience working in a metric-driven call center environment, with a strong focus on meeting or exceeding business goals and objectives.
• Strong analytical and problem-solving skills, with the ability to comprehend and resolve customer issues efficiently.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Excellent customer service skills, with a strong focus on empathy and understanding.
• Strong communication and interpersonal skills, with the ability to work effectively with customers and colleagues.
• Ability to work in a fast-paced, high-volume call center environment, with a strong focus on meeting or exceeding business goals and objectives.
• Analytical and problem-solving skills, with the ability to comprehend and resolve customer issues efficiently.
• Proficiency in navigating multiple computer systems, applications, and search tools to find information and resolve customer issues.

Career Growth Opportunities and Learning Benefits

At Wells Fargo, we are committed to supporting the career growth and development of our employees. As an Associate Customer Service Representative, you will have access to comprehensive training and development programs, designed to enhance your skills and knowledge in customer service, financial services, and regulatory compliance. You will also have opportunities to advance your career within our Consumer Lending Audit Team or explore other areas within the company.

Work Environment and Company Culture Highlights

Wells Fargo is committed to creating a diverse and inclusive work environment that values the contributions of all employees. Our company culture is built on a foundation of integrity, respect, and teamwork, with a strong focus on supporting our customers and communities. As an Associate Customer Service Representative, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences and supporting our customers through various channels.

Compensation, Perks, and Benefits

Wells Fargo offers a comprehensive compensation and benefits package, including competitive pay, paid training, and opportunities for career advancement. Our benefits package includes medical, dental, and vision coverage, as well as 401(k) matching and other perks. We also offer a range of employee discounts and programs, designed to support your overall well-being and financial health.

Training and Schedule

As an Associate Customer Service Representative, you will undergo a comprehensive 7-week paid training program, which will begin in July. The training schedule will be Monday to Friday, 8 am to 4:30 pm CST. After training, your initial schedule will be Monday, Tuesday, Wednesday, Friday, and Saturday, 7:30 am to 4:00 pm, with Sunday and Thursday off. Hours and days may change based on business needs, and may include working nights, weekends, and holidays.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our Consumer Lending Audit Team as an Associate Customer Service Representative. At Wells Fargo, we are committed to building strong customer relationships and supporting our customers through various channels. We look forward to receiving your application and discussing this opportunity further.