Jobs and Careers

Senior Customer Service Representative

Wells Fargo

Minneapolis, United Statesfull_timeVerifiedPosted 5 Mar 2025

About the role

About this role:

Wells Fargo is seeking a Senior Customer Service Representative in Operations Payments as part of Shared Service Operations. The ACH team includes File Processing, ACH Received and ACH Origination Investigations, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support. Learn more about the career areas and lines of business at wellsfargojobs.com.

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
Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions
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:

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

Desired Qualifications:

Exposure to Wells Fargo ACH (Automated Clearing House) system
Accredited ACH Professional (AAP)
Call center customer service experience in the financial services industry
Ability to interact effectively with internal and external partners and clients/customers
Effective organizational, multi-tasking, and prioritizing skills
Experience with Hogan or Tellerview or similar industry tools
Excellent verbal, written, and interpersonal communication
Ability to research problems, analyze data, escalate, or recommend potential solutions
Ability to coordinate completion of multiple tasks and meet established service level agreements
Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment
Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
Good PC skills with the aptitude to learn new systems quickly
Strong attention to detail and accuracy skills
Intermediate Microsoft Office (Word, Excel, and Outlook) skills
Ability to provide strong customer service while actively listening and responding in an appropriate manner
Strong data entry and attention to detail skills
Solid problem-solving skills
Ability to effectively listen and elicit information

Job Expectations:

This is not a remote position. Must be available to work a hybrid model (once training is complete) which typically consists of 3 days per week in the physical office location and at home 2 days. May be subject to change.
Must be available to work a shift Monday-Friday, 8:30AM - 5PM CST.

Location:

600 S 4TH ST. MINNEAPOLIS, MN 55415-1526

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$18.46 - $27.69

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.