Senior Customer Service Representative - eDC

Why Wells Fargo

Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place.

Living the Well Life means you’re supported in life, not just work. It means having robust benefits,  competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. Join us!

About the job:

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more about the career areas and lines of business at www.wellsfargojobs.com

Wells Fargo is seeking an Senior Customer Service Representative  as part of Consumer Banking and Lending Operations

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
• Electronic Deposit Center with the daily processing of electronically deposited business customer checks.
• This position will review electronic deposits and monitor for exceptions related to image quality, duplicate items and various other exception types.
• This position will send correspondences to customers to inform them of denials and provide operational and customer support where needed

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Item Processing experience e.g. electronic checks, saving bonds etc.
• Experience with the eDC application, Operations Image Browser, Hogan
• Ability to meet consistent deadlines efficiently
• Effective organizational, multi-tasking and prioritizing skills
• Proven ability to prioritize tasks, meet tight deadlines, and perform under pressure effectively
• Proven ability to perform effectively in a fast‑paced, high‑demand environment while managing and balancing multiple priorities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) 
• Strong verbal, written, and interpersonal communication skills 
•  Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Job Expectations:

Schedule:

• Monday-Friday within 9:00am -6:00pm
• Frequent Opportunities for Overtime, may become required due to business need and volume of the department

Training:

• You will receive in-depth on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training will be for 6-8 weeks. Training hours are 9:00 a.m. – 6:00 p.m. Monday - Friday.  You are required to attend the full duration of this paid 6-8 weeks of training.
• We’re open from Monday – Friday 8:00am-8:00pm. Your regular work schedule will be based on business need
• Position is Hybrid after training period
• This position is not eligible for Visa sponsorship<