Elite Customer Service Representative

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About this role:

Wells Fargo is seeking an Elite Customer Service Representative to join a new elite servicing team within our Unsecured Lending Operations (ULO) organization. This team is dedicated to delivering a best-in-class customer experience while maintaining strict adherence to internal policies, regulatory guidelines, and compliance standards.

As a member of this elite team, you will play a critical role in representing Wells Fargo’s commitment to excellence in customer service. You will handle complex customer inquiries with professionalism, empathy, and precision, ensuring every interaction reflects our values and service standards.

In this role, you will:

• Handle complex customer interactions, perform research, and communicate with other departments to resolve escalated issues and provide an elite, best-in-class customer experience.
• Interact with internal and external customers, immediate team and communicate with other departments.

• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact.
• Provide undivided attention to customers, be proactively engaged by anticipating needs before they are even expressed, seek to add value and address potential issues before they arise.
• Create positive, meaningful interactions with customers and employees, demonstrating empathy, understanding, and discretion.
• Be adept at handling unexpected situations, resolving issues, and managing complaints diplomatically and efficiently, striving to turn negative experiences into positive ones.

Required Qualifications:

• 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years’ experience Servicing High-Value Customer Accounts
• 1+ years’ experience with Credit Cards
• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.
• Proven ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues with a calm and confident demeanor.
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Exceptional communication and interpersonal communication skills.
• Good analytical skills with high attention to detail and accuracy
• Ability to interact with integrity and a high-level of professionalism with all levels of team members and management.
• Ability to interact effectively with diverse individuals, demonstrating active listening, empathy, and professionalism.
• The ability to juggle multiple tasks, remain flexible, adjust plans quickly and prioritize requests to meet changing business needs.
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
• Experience delivering results in a fast-paced, deadline driven environment.
• Technical skills: Customer Information View (CIV), Customer Service System (CSS), and/or FDR

Job Expectations:

• Training class target start date is 10/27/2025.
• Training - 10 weeks, M-F 8:30am – 4:00pm CST
• Hours of Operation after training - 7:00am – 9:00pm CST
• Work shifts will be one of the following layouts:
• Sunday – Thursday
• Tuesday – Saturday
• Monday - Friday
• Hybrid work schedule: 1 week on campus, 1 week remotely
• Work schedules will be assigned during the Offer stage.
• Successful candidates Must have reliable internet access and home office during remote work.
• Required location(s) listed.
• Relocation assistance is not avai