WELLS FARGO BANK Hiring for Senior Customer Success Representative – CRMS Retail Services/Dillard’s Customer Service Job at Des Moines, IA Full Time

Wells Fargo is seeking a Senior Customer Success Representative as part of Home Lending. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support and assist less experienced representatives either on the spot, via telephone or chat
• Provide training on policies and procedures, new or enhanced services or procedural changes
• Provide feedback and present ideas for improving or implementing processes and tools within customer success groups
• Perform complex financial product services and select customer segments through a variety of channels or handling escalated, complex inquiries and issues
• Identify and resolve escalated, complex non routine inquiries from internal and external customers
• Provide subject matter expertise and provide training on policies and procedures, new or enhanced services and procedural changes
• Perform research to resolve complex customer problems including partnering with the centralized complaint function
• Interact with less experienced staff, partner with centralized complaint function and may also review data and report trends to management

Required Qualifications, US:

• 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 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
• Excellent verbal, written, and interpersonal communication skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to assist bankers or handle escalated issues
• Retail services operations experience
• Knowledge and understanding of Softphone

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Willingness to work on-site at stated location on the job opening

This position is not eligible for Visa sponsorship.

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, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.