Customer Service Representative 3

Wells Fargo Santan, AZ 2019-01-10
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. We value and promote diversity and inclusion in all aspects of business and at all levels. Success comes from inviting and incorporating diverse perspectives.

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. Our guiding principles are to start with the customer, move faster, and partner effectively.

The Cards & Retail Services team helps customers achieve their financial dreams by providing a variety of products across the credit spectrum. We deliver industry-leading rewards, offers and benefits that recognize and celebrate our customers' relationship with Wells Fargo. Our customers all have unique goals and dreams - whether preparing for a home improvement project, shopping for a new sofa or kitchen table or meeting healthcare and dental needs. Others just want a financial tool that allows them to make everyday purchases while earning rewards. Our team works together with groups across the company, including the bankers in our 6,200 banking stores, to provide financing in the form of general-purpose cards, co-branded cards and private-label and industry cards. Our team is 6,700 strong, working in communities across the nation, and focused on doing our very best to help our customers succeed financially.

The Consumer Financial Solutions (CFS) team focuses on the growth and management of Wells Fargo's consumer credit card portfolio, including general purpose and co-brand cards. In addition, our team delivers industry-leading rewards, offers and benefits that recognize and celebrate our customers' relationship with Wells Fargo and keep us focused on earning and re-earning more of their business. We also continue to explore innovative new solutions for helping consumers accomplish their financial goals. All of this is enabled by our strong teams in loan operations, project and systems delivery, customer excellence, strategy, analytics and our partners in risk, marketing and finance.

We are seeking several highly qualified customer service representatives to work with our credit card customers.

Responsible for responding to inquiries and complaints on more complex products/services and/or from customers.

Duties may include but are not limited to:

  • Resolving complex inquiries and complaints from internal and external customers and upon escalation
  • Performing research to resolve customer problems
  • Remain updated on policies and procedures, new or enhanced services and/or procedural changes

Hours of operation: Monday - Friday, 5:00am - 8:00pm and Saturday, 5:00am - 6:00pm

***Requires open availability during hours of operation.
***Schedule to be determined and is subject to change according to business need.

***Important Reminder When Applying: Based on the volume of applications received, this job posting may be removed prior to the indicated close date.


Required Qualifications


  • 2+ years of experience interacting with customers


Desired Qualifications

  • Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact effectively with internal and external partners and clients/customers
  • Advanced Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems


Other Desired Qualifications
  • 6+ months of call center experience
  • Financial services industry experience
  • Knowledge and understanding of FDR (First Data Resources)
  • Exposure to Wells Fargo CUSP application
  • Knowledge and understanding of Wells Fargo credit cards products and services

Disclaimer


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.