Boots to Banking - Associate Customer Service Representative

Wells Fargo - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking an Associate Customer Success Representative to join our Consumer Lending Audit Team in a call center environment. This role is pivotal in providing coverage across various segments of the Consumer Lending organization, including Home Lending, Auto, Credit Cards, Personal Lending Group, Merchant Services, Consumer Lending Control, and Consumer Lending Shared Services. As an Associate Customer Success Representative, you will be responsible for supporting customers and enhancing their experience with our financial products and services. This will be achieved through various communication channels such as phone, text, chat, and video chat, all within a fast-paced and high-volume environment. In this position, you will perform routine tasks that include answering customer inquiries, resolving problems, and delivering a best-in-class customer experience. You will be expected to adhere to work guidelines, policies, and regulations while navigating multiple computer systems. Additionally, you will escalate questions and issues to more senior employees when necessary. The role requires a strong commitment to customer service, empathy, and the ability to handle inquiries efficiently and effectively. The training for this position is comprehensive, lasting seven weeks, and will begin on either November 4 or November 18. The training schedule will be Monday through Friday from 8 am to 4:30 pm CST, with the initial schedule after training set for 2 pm to 10:30 pm, with days off to be determined. It is important to note that the hours and days may change based on business needs, and the role may require working nights, weekends, and holidays. This position is not eligible for Visa sponsorship, and candidates must be able to attend the full duration of the required training period.

Responsibilities

• Support customers and seek ways to improve inquiries or issues with empathy regarding financial products and services.
• Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience.
• Adhere to work guidelines, policies, and regulations while navigating multiple computer systems.
• Escalate questions and issues to more senior employees as necessary.

Requirements

• 6+ months of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through work experience, training, military experience, or education.
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to execute in a fast-paced, high-demand, metric-driven call center environment.
• Excellent verbal, written, and interpersonal communication skills with integrity and professionalism.
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems and applications.

Nice-to-haves

• Military experience researching and assessing questions, processes, and procedures to make recommendations on solutions.
• Military experience with tracking information in multiple computer systems with a high level of accuracy.
• Military experience resolving complex issues via written or verbal communication.

Benefits

• Paid training for 7 weeks.
• Shift differential eligibility under the terms of the shift differential policy.
• Potential for additional hours as needed.