Job Description

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as Personal Cell or Cellular in the contact information of your application.

At Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargos Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether its buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels.

The Customer Service Representative 3s will specifically support our Inbound Contact Center within the Cards & Retail Services line of business and work with our credit card customers.

Duties may include but are not limited to:

* Responsible for responding to inquiries and complaints on more complex products/services and/or from premier customers.
* Resolving complex inquiries and complaints from internal and external customers and upon escalation
* Processing complex transactions on-line
* Performing extensive research to resolve the complex customer problems
* Providing guidance and assistance to less experienced representatives either on the spot and/or via telephone
* Providing training on policies and procedures, new or enhanced services and/or procedural changes
* May also offer or recommend products and services based on customer needs
* Review data and report trends to management, and project work
* Resolving complex inquiries and complaints from internal and external customers and upon escalation
* Remain updated on policies and procedures, new or enhanced services and/or procedural changes

Compensation: Starting rate: $18.25 per hour. Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Benefits: Read more about our rich selection of benefits you can personalize to support your health and well-being, retirement, financial security, and work-life needs. Copy and paste the link into a new browser: www.wellsfargo.com/about/careers/benefits

Training: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures and services.

Training class starts on 03/01/2021 for 4 weeks and the training hours are 8:00a.m.PST 4:30p.m. PST, Monday - Friday. You are required to attend the full duration of this paid 4 weeks of training.

HOURS OF OPERATION: Monday - Friday, 5:00am - 7:00pm PST; Saturdays, 6:00am - 5:00pm PST
***Work schedule to be determined; must have open availability during hours of operation. Saturdays are required.
***Work schedule subject to change based on business need.
***Requires ability to work overtime, evenings, and weekends as needed by the business.

Required Qualifications
* 2+ years of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications
* 6+ months of call center experience
* Experience with FDR and related Credit Card data and processes
* Financial services experience
* Exposure to Wells Fargo CUSP application
* Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
* Experience processing complex transactions and performing extensive research to resolve complex customer inquiries
* Ability to interact effectively with internal and external partners and clients/customers
* Ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Ability to troubleshoot common computer problems
* Advanced Microsoft Office skills
* Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications
* Exposure to Provenir application, system, platform, software

Job Expectations
* Must be able to attend full duration of required training period

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

AZ-Chandler: Min: $33,300 Mid: $41,500

Street Address
AZ-Chandler: 2800 S Price Rd - Chandler, AZ

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.