About this role:

Wells Fargo is seeking a Customer Service Representative - Transition Banker in the ULO, Credit Card Customer Service team. Learn more about the career areas and lines of business at wellsfargojobs.com

In this role, you will:

• Support financial products and services through a variety of channels, such as phone, text, chat, video chat and other lines of communication

• Perform moderately complex customer support tasks which may require account research

• Receive direction from customer service supervisor and escalate non-routine questions

• Interact with customer service team on complex customer issues

• Assist new hires with learning activities including policies and procedures

• Acts as a Subject Matter Expert (SME) providing guidance to less experienced individuals, as well as internal and external customers

• Partners with Learning & Development Facilitators acting as a SME during classroom facilitation

• Support and coach newly hired staff in their learning and readiness by providing direction and guidance, modeling expectations for less experienced individuals

• Proactively provide feedback and present ideas for improving or implementing processes and tools that enable a high- quality, effective, and efficient learner experience

• Responsible for new hire readiness by actively engaging in new hire learning activities such as call simulations, On the Job Experience (OJE), and partnering with other banker coaches, facilitators, and other key stakeholders to ensure new hire proficiency is gained each week and ensure graduation standards are met

• Support and assist in the administration of coaching queue and / or OJE program

• Responsible for reviewing and prioritizing daily tasks assigned during OJE and New Hire graduation

• Build relationships and collaborate with Learning & Development staff and Customer Service Associate Manager (CSAM) partners

Required Qualifications:

• 2+ 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:

• 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 information.

• Wells Fargo Consumer Lending Portal/Open Text experience

• Systems of Record: BSC and CIV

• Call center/phone experience

• Excellent verbal, written, and interpersonal communication skills

• Ability to negotiate, influence, and collaborate to build successful relationships.

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.

• Ability to work efficiently in structured but flexible, adaptable and changing, call center environment.

Job Expectations:

• Must be able to attend full duration of required training period

• Ability to work additional hours as needed

• Must work on-site at the location posted

• These positions will require schedule flexibility to align with the concentration of new-hire schedules, between 4:00 a.m. and 10:00 p.m. Sunday – Thursday or Tuesday – Saturday, local time

Location:

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.