Senior Customer Service Representative in MINNEAPOLIS, Minnesota

About this role:

• Wells Fargo is seeking a Senior Customer Service Representative in Operations Payments as part of Shared Service Operations. The ACH team includes File Processing, ACH Received and ACH Origination Investigations, ACH Resolution, Processing Support, Production Support & Strategy, and Development & Testing Support. Learn more about the career areas and lines of business at wellsfargojobs.com (https://www.wellsfargojobs.com/career-areas/) .

In this role, you will:

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team

• Customer service focus with the ability to actively listen, elicit information, comprehend customer issues/needs, and recommend solutions

• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact

• Perform complex customer support tasks

• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals

• Interact with immediate team and communicate with other departments

• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints

• Perform research to resolve complex customer problems

• Recommend areas needing improvement

• Interact with internal and external customers

Required Qualifications:

• 4+ 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, education

Desired Qualifications:

• Exposure to Wells Fargo ACH (Automated Clearing House) system

• Accredited ACH Professional (AAP)

• Call center customer service experience in the financial services industry

• Ability to interact effectively with internal and external partners and clients/customers

• Effective organizational, multi-tasking, and prioritizing skills

• Experience with Hogan or Tellerview or similar industry tools

• Excellent verbal, written, and interpersonal communication

• Ability to research problems, analyze data, escalate, or recommend potential solutions

• Ability to coordinate completion of multiple tasks and meet established service level agreements

• Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

• Good PC skills with the aptitude to learn new systems quickly

• Strong attention to detail and accuracy skills

• Intermediate Microsoft Office (Word, Excel, and Outlook) skills

• Ability to provide strong customer service while actively listening and responding in an appropriate manner

• Strong data entry and attention to detail skills

• Solid problem-solving skills

• Ability to effectively listen and elicit information

Job Expectations:

• This is not a remote position. Must be available to work a hybrid model (once training is complete) which typically consists of 3 days per week in the physical office location and at home 2 days. May be subject to change.

• Must be available to work a shift Monday-Friday, 8:30AM – 5PM CST.

Location:

• 600 S 4TH ST. MINNEAPOLIS, MN 55415-1526

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$18.46 – $27.69

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits – Wells Fargo Jobs (https://www.wellsfargojobs.com/en/life-at-wells-fargo/benefits) for an overview of the following benefit plans and programs offered to employees.

• Health benefits

• 401(k) Plan

• Paid time off

• Disability benefits

• Life insurance, critical illness insurance, and accident insurance

• Parental leave

• Critical caregiving leave

• Discounts and savings

• Commuter benefits

• Tuition reimbursement

• Scholarships for dependent children

• Adoption reimbursement

Posting End Date:

9 Mar 2025

* Job posting may come down early due to volume of applicants.

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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Req Number: R-440110