Senior Customer Service Representative – Premier Banking

Role Overview

• Deliver a best-in-class and exceptional experience while being an advocate for our Premier customers
• Support customers and resolve moderate to complex inquiries or issues for a variety of financial products and services through a variety of other channels
• Support affluent and High Net Worth customers with $250,000 or more in investible assets with Wells Fargo or own a Wells Fargo Premier Checking account by servicing a variety of more complex financial products, and services by phone with a one-call resolution
• Perform research to resolve moderately complex customer problems and provide a best-in-class customer experience while adhering to work guidelines, policies, and regulations
• Receive direction from management and escalate non-routine questions when answering inquiries or resolving issues
• Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information

Requirements

• 4+ years of assessing and meeting the needs of customers or solving customer problems experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ year of Everyday Banking Service Plus experience
• Call center experience in a banking/financial setting
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of consumer products, policies, and procedures; within a call center environment
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Ability to deliver solutions-driven results for one-call resolution through leveraging active listening, procedures and transaction authority entitlement
• Knowledge and understanding of online products, policies, and procedures; within a call center environment
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Strong knowledge and understanding of Virtual Library
• Knowledge and understanding of Hogan
• Exposure to Wells Fargo CIV (Customer Information View) application
• Knowledge and understanding of High Net Worth (HNW) clients; affluent client services
• Basic Microsoft Office Skills

Benefits

• Full Benefits