Senior Customer Service Representative - Saint Louis Park

About This Role · Wells Fargo is seeking a Senior Customer Service Representative - Personal Loan Consultant (English/Spanish Required) in the Personal Loan Originations contact center to support customers through the personal loan application and fulfillment process. · This role ...

Job description

About This Role

Wells Fargo is seeking a Senior Customer Service Representative - Personal Loan Consultant (English/Spanish Required) in the Personal Loan Originations contact center to support customers through the personal loan application and fulfillment process.

This role serves as a subject matter expert, supporting customers across the full personal loan lifecycle, and contributing to continuous process improvement.

The Personal Loan Consultant plays a key role in ensuring a high-quality customer experience while maintaining compliance with policies and procedures.

PLCs act as a liaison between various departments to assist customers through the loan origination process.

In This Role, You Will

Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post-application, and closing activities
Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions
Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps
Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays
Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues
Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams
Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance
Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience
Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management


Required Qualifications:
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
Bilingual speaking proficiency in Spanish and English


Desired Qualifications:
Experience supporting loan or consumer lending processes
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Strong problem-solving and analytical skills
Strong organizational, multitasking, and prioritization abilities
Ability to make timely and independent judgment decisions while working in a fast-paced, customer-focused environment
Ability to maintain professional etiquette under pressure
Experience troubleshooting common computer or system issues
Ability to navigate multiple computer systems, screens, applications, and search tools while working on the phone
Demonstrated ability to provide strong customer service by actively listening, eliciting information efficiently, and resolving complex customer issues
Solid knowledge and understanding of financial products, services, and operations


Job Expectations:
Adhere to Wells Fargo policies, procedures, and compliance requirements
Support a high standard of customer experience and operational excellence
Collaborate effectively with peers, leaders, and cross-functional partners

Required Schedule

Charlotte, NC: 11:00 AM - 8:00 PM

Saint Louis Park, MN: 10:00 AM - 7:00 PM

This position operates under a hybrid work arrangement, requiring a combination of onsite presence and remote work. Employees are expected to work partially from the designated office location and partially from home, in accordance with business needs and established scheduling guidelines

Pay Range

Reflected is the base pay range offered for this position.

Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location.

Employees may also be eligible for incentive opportunities.

$ $31.25

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement


Posting End Date:
25 Feb 2026

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.

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

Third-Party recordings are prohibited unless authorized by Wells Fargo.
Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Reference Number

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