About this role:

Wells Fargo is seeking a Senior Customer Success Representative in Consumer, Small & Business Banking as part of Strategic Execution for Small Business. Learn more about the career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Support customers clients with fulfilling needs originated during their deposit account opening from the Wells Fargo Online® Site
• Perform tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations
• Assist customers with detailed requests related to opening new accounts, reviewing required documentation and verifying business relationship ownership.
• Receive direction from management and escalate non routine questions when answering inquiries or resolving issues
• Express empathy when helping our customers as you correct their issues
• Need to be comfortable assisting our customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls
• Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information. Effectively multitasking will be the secret to your success!
• Assessing customer needs and offering products and services as appropriate

Compensation:

• Internal Wells Fargo co-workers: Starting rate $22.75 per hour
• External candidates: $22.75, non-negotiable

Training and Schedule:

• 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 September 25, 2023 between 9:00 am – 6:00 pm Monday – Friday, local time.
• You are required to attend the full duration of this paid 7 weeks of training.
• We’re open from 6:00 am - 6:00 pm (Pacific Time), Monday - Friday
• Your regular work schedule will be based on business need and can include working some holidays.

Required Qualifications:

• 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

Desired Qualifications:

• 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
• Intermediate Microsoft Office Skills (Work, Excel, Outlook and Teams)
• Knowledge and understanding of reading and interpreting legal documents
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Excellent verbal, written, and interpersonal communication skills
• Good attention to detail and accuracy skills
• Ability to quickly learn business operations and processes
• Knowledge and understanding of business banking: products and services
• Knowledge and understanding of opening new deposit or loan accounts for retail and commercial customers
• Ability to identify customer needs and obstacles and take the necessary steps to problem solve
• Ability to navigate multiple computer screens while working on the phone
• Ability to solve complex customer transactions on multiple systems

Job Expectations:

• Must be able to attend full duration of required training period
• Willingness to work on-site at stated location on the job opening
• Work schedule: Monday - Friday 9:30am - 6:00pm, local time

Posting Location:

• 9000 Flair Dr. – 3rd Floor – El Monte, CA 91731

Pay Range

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.