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About this role:

Wells Fargo is seeking a Customer Success Representative (Premier) in Consumer Lending. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support customary care and proactively seek out ways to improve a variety of more complex financial products, services or select customer segments through a variety of channels such as phone, text, chat, video chat and more
• Offer ideas or solutions for customer success group
• Perform moderately complex research to resolve more complex customer problems including communicating with other departments to resolve customer issues
• Receive direction from management and escalate non routine questions when answering inquiries or resolving issues and provide best in class customer experience
• Adhere to work guidelines, policies and regulations
• Interact with management, peers and others within customer success group as well as external customers on products, services or customer segments

Required Qualifications, US:

• 2+ 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 provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Basic Microsoft Office Skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Knowledge and understanding of the Open Text system
• Knowledge and understanding of Hogan
• Experience with Wells Fargo CIV (Customer Information View) application
• Experience with Wells Fargo CSS (Customer Service System)
• Knowledge and understanding of FDR (First Data Resources)

Job Expectations:

• Must be able to attend full duration of required training period.
• 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

Training and Schedule:

• You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services
• 1 Week Mandatory Training Class will begin on your first day. Training hours are 8:30 a.m. - 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 1 week of training
• We're open from 24 hours a day, 7 days a week. Your regular work schedule will be based on business need and will include working at least one weekend day and some holidays

Location:

Candidate must reside within a reasonable commute to listed locations in the posting.

Required locations for this position are:

Phoenix, AZ - Pinnacle Peak Operations Center

Job Level:

S2

Benefits:

• Information about Wells Fargo's US employee benefits

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, age, 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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.