Customer Service Representative Credit Card Premier - Spanish

About this role:

Wells Fargo is seeking a Customer Service Representative in Credit Card Premier - Spanish. Learn more about our career areas and lines of business at www.wellsfargo.com/about/careers.

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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Exposure to Wells Fargo CSS (Customer Service System)
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Basic Microsoft Office Skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Must take and pass required Spanish language assessment
• Candidate must reside within a reasonable commute to the address listed in the posting
• Must be able to attend full duration of required training period
• Relocation assistance is not available for this position
• This position offers a hybrid work schedule
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• This position is not eligible for Visa sponsorship

Available shifts: Variety of shifts

Location: 2150 W Pinnacle Peak Rd, Phoenix, AZ

Training and Schedule:

• Tentative training start date: 5/19/2025 (in office) Monday - Friday. Training hours are to be determined. You are required to attend the full duration of the paid training.
• Hours of operation: 24 hours a day/7 days a week. Your regular work schedule will be based on availability, business needs, and may include working at least one weekend day and some holidays. Opening/Closing schedules are subject to adjust with Daylight Savings Time.
• Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.
• Position may be eligible for a 5% language differential under the terms of the language differential policy.

Posting End Date: 

7 Apr 2025

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

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 al