Senior Customer Service Representative

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Senior Customer Service Representative as part of the Commercial Banking Operations division. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team.
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact.
• Perform complex customer support tasks.
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals.
• Interact with immediate team and communicate with other departments.
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints.
• Perform research to resolve complex customer problems.
• Recommend areas needing improvement.
• Interact with internal and external customers.

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.

Desired Qualifications:

• Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions.
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Strong attention to detail and accuracy skills.
• Excellent verbal, written, and interpersonal communication skills.
• Effective organizational, multi-tasking, and prioritizing skills.
• Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management.
• Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective.
• Experience processing complex transactions and performing extensive research to resolve complex customer inquiries.
• Ability to interact effectively with internal and external partners and clients/customers.

Job Expectations:

• Ability to work a hybrid schedule, at least 3 days a week working in office.
• Working hours: Monday thru Friday 9:30 am CST to 6:00 pm CST

Posting Location:

• 801 Walnut St, Des Moines, IA 50309

#CommercialBanking

Posting End Date: 

*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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.

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:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.