Associate Customer Service Representative - Credit Cards - Bilingual (Spanish/English)

About the role

Wells Fargo is seeking an Associate Customer Service Representative (Bilingual - Spanish/English) in Consumer Lending. Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

Responsibilities

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat, and other lines of communication in a fast-paced, high-volume environment.
• Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems.
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees.
• Interact with team on basic information, plus internal or external customers.

Requirements

• 6+ months of Customer Service, Financial Services, or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• Bilingual speaking, listening, and reading proficiency in Spanish/English.

Qualifications

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to execute in a fast-paced, high-demand, metric-driven call center environment.
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions, and other needs as requested by customers.
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge, understanding, and experience of internet, mobile, and social media technology.

Job Expectations

• Must be able to attend the full duration of the required training period.
• Ability to work additional hours as needed.
• Must work on-site at the location posted: 7711 Plantation Rd, Roanoke VA 24019.
• This position is not eligible for Visa sponsorship.
• Must complete and pass required language assessment.

Training Schedule

Classroom training will be for 8 weeks. Classroom training hours are 8:00 am - 4:30 pm, Monday-Friday. Initial schedule after training will be given prior to the start date.

We're open Sunday - Saturday, 7:00 am - 8:00 pm EST. Your regular work schedule will be based on business need and will include working a weekend day and some holidays.

Pay

The base pay range for this position is $18.00 - $22.12 per hour. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, including:

• 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