Wells Fargo
Financial Services
SeniorCustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Service Representative at Wells Fargo. Skills: Customer service, Problem resolution. Support performance of representatives. Provide feedback”
Industry & Context.
Resolve complex customer problems
Attend full duration of training, Work additional hours, Work on-site, Schedule flexibility
What They're Looking For.
Must Have
2+ years Customer Service experience, 2+ years Financial Services experience, 2+ years Contact Center support experience
Nice to Have
Ability to interact with integrity, Ability to provide customer service, Ability to navigate multiple computer systems, Wells Fargo Policy Governance Platform experience, Systems of Record: CSS and CIV, Call center/phone experience, Knowledge of credit card products, Knowledge of credit card policies
What You'll Do.
Support performance of representatives
Present ideas for improving processes
Perform complex customer support tasks
Provide subject matter expertise
Provide direction to meet goals
Interact with immediate team
Communicate with other departments
Support less experienced representatives
Assist managers on escalated inquiries
Assist managers on escalated complaints
Perform research to resolve problems
Recommend areas needing improvement
Interact with internal customers
Interact with external customers
How You'll Work.
Team & Collaboration
Interact with immediate team; Communicate with other departments
Communication Scope
Verbal communication; Written communication; Interpersonal communication
Full Job Description
**About this role:** Wells Fargo is seeking a Senior Customer Service Representative role which covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations. ****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:**** * 2+ years of Customer Service, Financial Services or Contact Center support 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. * Ability to navigate multiple computer systems, applications, and utilize search tools to find inf
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