Small Business Credit Card - Customer Service Representative

About this role:

Wells Fargo is seeking a Customer Service Representative in Small Business Credit Card. Customer Service:  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.

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities, you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today. 

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment

• Interact with customer service team and perform moderately complex customer support tasks

• Manage risk by following all policies and procedures and staying abreast of changes to them

• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed

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

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.

• 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 effectively in structured but flexible, adaptable and changing, call center environment.

• Good analytical skills with high attention to detail and accuracy.

• Wells Fargo Consumer Lending Portal/Open Text experience

• Systems of Record: BSC and CIV

• Call Center/Phone experience

Job Expectations:

• Must be able to attend full duration of required training period Training Schedule: Monday-Friday 8:00am-4:30pm (5 weeks)

• Ability to work additional hours as needed

• Your regular work schedule will be based on business need and may include working some weekends and some holidays 

​Small Business Card

M – Sat 5:00 am – 9:00 pm, Sun 7:00 am – 8:00 pm MST

Posting Location(s): 

• Location: 2150 W Pinnacle Peak Road, Suite 100, Phoenix, AZ 85027

• Posting may come down early if high volume of applicants

Posting End Date: 

9 Mar 2025

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

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