Customer Service Representative - Phoenix, United States - Wells Fargo

Wells Fargo

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About this role:

In this role, you will:

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

Required Qualifications:

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:

Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management.
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
Excellent verbal, written, and interpersonal communication skills
Ability to negotiate, influence, and collaborate to build successful relationships.
Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.
Ability to work effectively in structured but flexible, adaptable and changing, call center environment.
Good analytical skills with high attention to detail and accuracy.
Wells Fargo Consumer Lending Portal/Open Text experience
Systems of Record: BSC and CIV
Call Center/Phone experience

Job Expectations:

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Training Schedule: Monday-Friday 7:00am-3:30pm (6 weeks)
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Location: 2150 W Pinnacle Peak Road, Suite 100, Phoenix, AZ 85027

Posting End Date:

11 May 2024

Job posting may come down early due to volume of applicants.

We Value Diversity

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

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