About this role:

Wells Fargo is seeking a Senior Customer Service Representative in our Investment Contact Center (ICC). Wealth Investment Management (WIM) Contact Center provides service and support for clients of WIM's lines of business, the Client Relationship Group and Private Wealth. The client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. Find out why we’re the #1 financial services company to grow YOUR career. Apply today.

In this role, you will service clients and their relationship teams with their banking products via telephone. You will act as a front-line problem solver to address client concerns, assisting them as needed. This is a challenging role with a broad focus dealing with many products and systems. Successful employees are detailed and organized, able to multitask in a fast-paced action oriented environment, and able to think outside the box to provide best-in-class customer service to support our client's needs. Our employees must be reliable, punctual, and always ready to learn new ways to support clients and to provide an exceptional client experience every day.

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 experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Prior call center and/or financial services experience is preferred.

• Ability to work in a fast-paced action-oriented environment

• Effective organizational, multi-tasking, and prioritizing skills

• Excellent verbal, written, and interpersonal communication skills

• Ability to understand client concerns, questions, and problems then identify appropriate solutions

• Basic Microsoft Office skills

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information ​

• Must be detailed oriented and see tasks end-to-end

• Approaches change positively—whether it's new products, new scripts, or new systems.

Job Expectations:

• Ability to work additional hours as needed

• Must be able to complete the full duration of training

• Comfortable navigating multiple systems, documenting calls, and maintaining conversation flow simultaneously.

• Should be able to work during the hours of operation, Monday - Friday, 7:00 AM - 7:00 PM CT

Posting Location:

• 550 S 4th St MINNEAPOLIS, MN 55415

@RWF22

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

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.

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.