Experienced Client Service Advisor

1 week ago


Austin, Texas, United States Wells Fargo Full time

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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