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Senior Customer Service Representative

Company: Wells Fargo
Location: Concord
Posted on: March 18, 2023

Job Description:

About this role:

Wells Fargo is seeking a Senior Customer Service Representative in Customer Care as part of Customer Care division. Learn more about the career areas and lines of business at .

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, US:
    • 4+ 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 Required Qualifications, International:
      • Experience in Customer Service, Financial Services or Contact Center, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications:
        • Experience using CIV, Hogan, SVP, eTran systems to perform maintenance research and process money movement transactions
        • Experience working with ultra-high-net-worth clients
        • Strong analytical skills with high attention to detail and accuracy Job Expectations:

          Posting Location:
          • 90 S 7th Street, Minneapolis, MN 55402
          • 1320 Willow Pass Road, Concord, CA 94520 Pay Range:
            • Minneapolis, Minnesota - Pay Range: $18.46 - $27.69 Hourly We Value Diversity

              At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

              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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

              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.

Keywords: Wells Fargo, Concord , Senior Customer Service Representative, Other , Concord, California

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