Wells Fargo Senior Customer Service Representative 

United States, Iowa, Des Moines 

404250332

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:

• 4+ 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:

• Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions

• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Military intelligence or analytics experience including operational management, project management, mission evolution management and finance management.

• Experience working with military protocol and instructions, enlisted evaluations, officer/leadership reporting, and assistance with keeping military personnel combat-ready and effective

• Strong attention to detail and accuracy skills

• Excellent verbal, written, and interpersonal communication skills

• Effective organizational, multi-tasking, and prioritizing skills

• 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

Job Expectations:

• This position is not eligible for Visa sponsorship

• Candidate must be based out of posted location

• This position offers a hybrid work schedule

• Relocation assistance is not available for this position

• Ability to work additional hours as needed

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.