About this role:
Wells Fargo is seeking a Senior Customer Service Representative role which covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
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
- 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:
- 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management.
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
Wells Fargo Policy Governance Platform experience
Systems of Record: CSS and CIV
Call center/phone experience
Excellent verbal, written, and interpersonal communication skills
Ability to negotiate, influence, and collaborate to build successful relationships.
Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.
Ability to work efficiently in structured but flexible, adaptable and changing, call center environment.
Job Expectations:
Must be able to attend full duration of required training period
Ability to work additional hours as needed
Must work on-site at the location posted
These positions will require schedule flexibility to align with the concentration of new-hire schedules
Posting End Date:
24 Jun 2026*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
