Senior Customer Service Representative
3 months ago
**Senior Customer Service Representative**
Location: Austin, Texas **Job ID** R-127897 **About this role:**
Wells Fargo is seeking a Senior Customer Service Representative in Consumer Lending as part of Home Lending. Learn more about our career areas and lines of business at .
**In this role you will:**
* Perform routine administrative tasks for Mortgage Branch Managers and a team of loan originators
* Oversee compliance, new hire onboarding, produce routine documents and reports using spreadsheet software
* Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
* Conduct extensive research to resolve complex customer problems and assist managers and supervisors in handling escalated inquiries or complaints
* Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
* Interact with immediate team and communicate with other departments
* Interact with internal and external customers
**Required Qualifications:**
* 2+ 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, and/or education
**Desired Qualifications:**
* Strong knowledge and understanding of bank policies, procedures, and systems
* Strong organizational, multi-tasking, and prioritizing skills
* Ability to work in a fast-paced action oriented environment
* Customer service focus with experience processing complex transactions and performing extensive research to resolve complex customer issues
* Excellent verbal, written, and interpersonal communication skills
* 1+ year of administrative experience
* Mortgage industry experience
* Ability to interact effectively with internal and external partners and clients/customers (Free form)
* Advanced Microsoft Office skills
* Ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Ability to troubleshoot common computer problems
**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 units 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.
LocationEducation Level
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