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Customer Success Specialist Everyday Banking RWF

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Job ID 5600539
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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. 

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

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

Our businesses include:
 
Affluent serves customers with $250,000 or more of investable assets and partners with Wealth & Investment Management to meet the specific – and often complex – financial needs of our affluent and affluent away customers. Affluent includes Wells Fargo At WorkSM, which partners with our business customers to provide financial education resources for their employees that may help them achieve their financial goals through virtual or in-person workshops and on-demand webinars. The program is also offered for participating educational institutions to support their students, faculty, and staff.    
 
Branch Banking serves more than 70 million consumer and small business customers through a distribution network consisting of approximately 4,900 retail banking branches, complemented by online and digital channels, and a network of 13,000 ATMs across 36 states and Washington, D.C.  Branch Banking includes the regions, Branch Banking Operations and Supervision, and Consumer Banking National Business Development.
 
Small Business serves the financial needs of small business owners with annual sales of up to $5 million and includes Small Business Lending, Small Business Relationship Management, Core and Government Products, and Small Business Strategy. It also includes a Healthcare Practices group, which combines a team of experts, practice financing, and resources to help medical, dental, veterinary, and optometric practitioners acquire, build, equip, and refinance their practices. 
 
Consumer Data and Engagement Platforms (CDEP) works across the CSBB, Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo’s customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives. 
 
CSBB Business Execution partners with business and finance leaders to help drive effective execution and accountability of strategic initiatives across CSBB. The team also ensures comprehensive business execution plans are in place across key initiatives, helps build management processes and routines to monitor and drive execution, and develops metrics and reporting to track progress and provide clarity and transparency.
 
CSBB Chief Administrative Office leads several strategic functions to drive CSBB’s transformation and help its businesses improve customer experience, manage risk, and increase efficiency. Functions include strategic planning, process engineering, global delivery, project management, front line operational risk programs, conduct, employee initiatives, and resolution and recovery planning across CSBB. The team also leads enterprise expense initiatives and risk transformation efforts for CSBB.
 
CSBB Chief Marketing Office provides marketing support for the CSBB businesses and the Marketing Centers of Excellence (COE) support for marketing needs across the enterprise. The team has accountability to define the line of business marketing strategy and execute marketing campaigns.
 
CSBB Control Management serves as the front line of risk management and is primarily responsible for ensuring effective front-line risk identification, measurement, monitoring, controls, and mitigation for the CSBB businesses. This team works to ensure internal controls, processes, and procedures are adequate and effective, and executive management understands the risks, exposures, and trends that impact the business. The group also collaborates on projects and initiatives by providing support and awareness of risks and mitigating control solutions.
 
CSBB Diverse Customer Segments (DCS) leads CSBB's strategy to diverse consumer segments, focusing on understanding the needs of diverse markets and leveraging customer feedback, data, analytics, and insights to guide strategies. CSBB DCS works to bridge gaps by bringing Wells Fargo's full set of resources to the diverse communities that Wells Fargo serves. The team includes the Strategic Planning, Enterprise Strategic Diverse Initiatives, Small Business, Mass Market, and Affluent/Emerging Affluent diverse segments teams.
 
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, wire transfers, cash vault and lockbox services, 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. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.
 
CSBB Strategy and Innovation works with the CSBB leadership and the enterprise Strategy, Digital, and Innovation leadership teams to identify and develop the CSBB strategic plan, innovation priorities and opportunities, and ensure alignment with the overall strategy for the company.
 
Deposit Products includes deposit and debit product groups, offering innovative checking, savings, and payment strategies that form the core of our customers' relationship with Wells Fargo and fulfill a broad array of their financial needs.

The Customer Success Specialist is an essential role within the Everyday Banking contact center and may be a good fit for you if you would enjoy: 
  • Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
  • Quickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues in a friendly and courteous manner.
  • Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication. 
  • Navigating multiple computer systems; researching and assessing customer needs, and offering appropriate solutions.
Compensation:  Starting rate $16 per hour, plus eligible to participate in the Wells Fargo Virtual Channels Contact Center Incentive Compensation Plan with the opportunity to earn quarterly incentive. 

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 11/15/2021 for 7 weeks Training hours are 8:00 a.m. – 4:30 p.m. Monday - Friday.  You are required to attend the full duration of this paid 7 weeks of training.

Schedule: Our Contact Center is open: Sunday - Saturday, 5:00 am -10:00 pm (CST). Schedules vary based on business need and include working at least one weekend day and scheduled holidays to support the business needs. 

Testing: A pre-employment assessment is required for this position.  After submitting your application, please monitor your email for future communications.  

Learn more about Who We Are. Copy and paste this video URL into a new browser tab to view:  https://www.youtube.com/playlist?list=PL1wnNCsFZfFVW7aXdtLBFvYrHynSOJcL0

RWF  - Please note that “RWF” is an identifier for internal recruiting purposes only and has no connections to the nature or responsibilities of the job. 

#CB


Required Qualifications

  • 6+ months of experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience



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 influence, educate, and connect customer to technology and share the value of digital banking options
  • Good attention to detail and accuracy skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Basic Microsoft Office skills
  • Experience delivering results in a fast-paced, deadline driven environment
  • Ability to quickly learn business operations and processes
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to be flexible and adjust plans quickly to meet changing business needs



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.

AL-Homewood: Min: $33,300 Mid: $35,000 Max: $44,100



Street Address

AL-Homewood: 220 Wildwood Pkwy - Homewood, AL



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.



Benefits Summary

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Apply now