Customer Service Representative Small Business

About this role: 

Wells Fargo is seeking a Customer Service Representative in Small business. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. 

 CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, cash vault services, mail and courier solutions, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers.

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 provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues 

• Ability to execute in a fast paced, high demand, metric driven call center environment 

• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy 

• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers 

• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information 

• Knowledge, understanding and experience of internet, mobile, and social media technology 

• Industry experience in financial, mortgage, administrative, collections, or reporting areas 

• Strong knowledge and understanding of bank policies, procedures, and systems 

Job Expectations: 

• Must be able to attend full duration of required training period  

• This position is not eligible for Visa sponsorship  

• Ability to work additional hours as needed   

• Schedule may be eligible for a shift differential under the terms of the shift differential policy