Customer Service Representative 1 Bilingual Spanish

Wells Fargo Des Moines, IA 2019-05-09
Job Description

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. 

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

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products.  Its guiding principles are to start with the customer, move faster, and partner effectively. 

Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division.  WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.   

Our Retail Services team partners with Dillard’s to issue Dillard’s – branded private label and co-brand credit cards to consumers for use at their stores.
Our Customer Service Representatives (CSRs) are responsible for responding to incoming calls for routine and complex customer inquiries regarding their credit card accounts. In addition to servicing inbound Dillard’s credit card customer, you will also take inbound calls from Dillard’s associates. Future cross training to other private label credit card types is a strong possibility. 

• Quickly answer customer inquiries in a friendly and courteous manner
• Deliver exceptional service to our customer by going out of the way to please them
• Provide first call resolution, while following strict procedures that meet compliance guidelines

Currently hiring for training class starting on 7/8/2019. Training hours are 8:00am – 4:30pm Monday - Friday for 4 weeks.  (Must be available to attend entire paid training class)

Once you have completed training you will be assigned one of the 40 hour per week fixed schedules below which is within our operating hours of 5:30am – 12am Sunday –Saturday.

Candidates must also be available to work holidays as required to meet the needs of the business.

Some schedules may be eligible for a shift differential of 15% under the terms of the shift differential policy. 

Language differential pay of an additional 5% may be applicable to candidates who used a second language for 50% of their work time. 

Salaries starting at $15 /hr.  Eligible to participate in the Wells Fargo Virtual Channels Contact Center Incentive Compensation Plan with the opportunity to earn quarterly incentive.

 Our next big investment is in you!  Wells Fargo Bank offers:

  • Career Growth
  • Broad array of medical, dental, vision plans and wellness benefits
  • Vacation/Sick Time – up to 18 days paid time off your first year
  • Community Service hours
  • Matching 401 (k) up to 6% and Stock Purchase Plans
  • Discounts and savings on Wells Fargo Bank products and services
  • Tuition Reimbursement available after 6 months up to $5000
  • Commuter Benefits

Important Notes:

  • A pre-employment assessment is required for this position.  After submitting your application, please monitor your email for future communications.
  • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo.  Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
  • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date.   If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank. 

Required Qualifications

  • 1+ year of experience interacting with customers, demonstrated through work, military, or education
  • Bilingual speaking proficiency in Spanish/English

Desired Qualifications

  • Ability to effectively listen and elicit information
  • Excellent verbal, written, and interpersonal communication skills
  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems
  • Ability to navigate multiple computer screens while working on the phone
  • Call center experience

Job Expectations

  • Must be able to attend full duration of required training period
  • Must take and pass required Spanish language assessment

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

IA-Des Moines: Min: $31,200 Mid: $32,500

Street Address

IA-Des Moines: 800 Walnut St - Des Moines, IA


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.