Experienced Client Service Advisor
1 week ago
Senior Customer Service Representative
About this role:
Wells Fargo is looking for a Senior Customer Service Representative within the Consumer Lending sector, specifically in Home Lending. This position plays a vital role in enhancing customer experiences and supporting our operational objectives.
Key Responsibilities:
- Assist Mortgage Branch Managers and loan originators with routine administrative functions.
- Ensure compliance with company policies, facilitate new hire onboarding, and generate standard documents and reports using spreadsheet applications.
- Act as a subject matter expert, guiding less experienced Customer Service Representatives to achieve defined productivity and performance metrics.
- Conduct thorough investigations to resolve intricate customer issues and support management in addressing escalated inquiries or complaints.
- Provide constructive feedback and propose innovative ideas for process improvements that positively impact customer service.
- Collaborate with team members and communicate effectively with various departments.
- Engage with both internal and external customers to foster strong relationships.
Required Qualifications:
- Minimum of 2 years in Customer Service, Financial Services, or Contact Center roles, or equivalent experience through work, training, military service, or education.
Desired Qualifications:
- Comprehensive understanding of banking policies, procedures, and systems.
- Exceptional organizational, multitasking, and prioritization abilities.
- Capacity to thrive in a dynamic, fast-paced environment.
- Customer service orientation with experience in processing complex transactions and resolving intricate customer issues.
- Outstanding verbal, written, and interpersonal communication skills.
- At least 1 year of administrative experience.
- Experience in the mortgage industry.
- Proficient in Microsoft Office applications.
- Adept at navigating multiple computer systems and utilizing search tools for information retrieval.
- Ability to troubleshoot common technical issues.
Diversity and Inclusion:
At Wells Fargo, we are committed to fostering a diverse and inclusive workplace. We welcome applications from all qualified candidates, regardless of their background. Our employees are dedicated to building strong customer relationships while maintaining a culture that emphasizes risk management and compliance.
We value the contributions of all team members and are focused on creating an environment where everyone can thrive.
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