Customer Service Representative

4 days ago

Phoenix, Arizona, United States Wells Fargo Full time
About the Role

We are seeking a highly skilled and customer-focused Associate Customer Service Representative to join our Home Mortgage Customer Service Department. As a key member of our team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and concerns in a timely and professional manner.

Key Responsibilities
  • Support customers with inquiries on financial products and services
  • Identify ways to improve customer experience within established procedures
  • Perform routine customer support tasks by responding to and resolving customer inquiries and complaints
  • Receive direction from customer service supervisor
  • Escalate questions and issues to more experienced representatives
  • Interact with immediate customer service team as well as internal and external customers on incoming questions and concerns
Requirements
  • 6+ months 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
  • Ability to follow policies, procedures, and regulations
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
  • Ability to exercise independent judgment to identify and resolve problems
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment
  • Ability to execute in a fast-paced, high-demand, environment while balancing multiple priorities
  • Ability to navigate multiple computer screens while working on the phone
  • Strong analytical skills with high attention to detail and accuracy
  • Call center customer service experience in the financial services industry
  • Experience with mortgage servicing account management
  • Exposure to Wells Fargo mortgage servicing systems such as: CIV, ECMP (Enterprise Complaints Management Portal), GEM, Home Lending Portal, and/or ICMP
  • Bilingual speaking proficiency in Spanish/English
  • Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources, or military recruiting
  • 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
What We Offer
  • Competitive salary
  • 401k: 6% company match
  • Paid time off: 18 days of Paid Time off PLUS 10 paid Holidays
  • Eligible to earn $250+ through our Employee Referral Program
  • Additional Benefits: Medical, Dental, Vision, tuition reimbursement, free parking, cell phone discounts, and so much more
Eligibility

This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

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