Customer Service Representative - Credit Card Services - Bilingual (Spanish & English)

About this role:

At Wells Fargo, a Bilingual Customer Service Representative in Credit Card Services delivers advanced support to customer inquiries in a high-volume, inbound environment and resolve complex inquiries. You will support day-to-day customer interactions, process transactions, investigate and resolve customer concerns, and contribute to a positive customer experience. Find out why we’re the #1 financial services company to grow YOUR career. Learn more about the career areas and business divisions at www.wellsfargojobs.com.

In this role, you will:

• Manage inbound customer interactions and respond to a broad range of credit card inquiries and service requests.
• Apply credit card product and service knowledge to understand customer needs and provide effective solutions.
• Assess, research, and resolve moderately complex customer issues accurately and efficiently.
• Provide service in both Spanish and English based on customer needs.
• Follow established processes, policies, procedures, and regulatory requirements to provide consistent and compliant service.
• Navigate multiple systems and applications to research, document, and complete customer transactions in real time.
• Partner with internal teams to resolve customer concerns and escalations.
• Contribute to improvements that enhance the customer experience and operational effectiveness.

Required Qualifications:

• 1+ year 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 proficiency in reading, listening and speaking in Spanish and English

Desired Qualifications:

• Knowledge and understanding of Financial Services’ products, policies, and procedures, preferably within a contact center environment.
• Experience navigating multiple computer systems and applications simultaneously and utilizing research tools to locate information efficiently.
• Demonstrated ability to deliver exceptional customer service through active listening, effective questioning, problem-solving, and resolution of complex customer concerns.
• Ability to interact with customers, team members, and management with integrity and a high level of professionalism.
• Strong attention to detail and accuracy.
• Proficiency with Microsoft Office applications.
• Experience delivering results in a fast-paced, deadline-driven environment.
• Ability to quickly learn and apply business operations, processes, policies, and procedures.
• Excellent verbal, written, and interpersonal communication skills.

Job Expectations:

• Flexible to work any hours during department’s hours of operation, which are, Monday – Friday, 9 am – 8 pm, and Saturday, 10 am – 6:30 pm.  Schedule after training will be Tuesday – Saturday.
• Must be able to attend the full duration of the required training program.  Training will be for six weeks, Monday – Friday, 10 am – 6:30 pm.
• Must successfully complete the required Spanish language assessment.
• Ability to work nights, weekends, and/or holidays as needed or scheduled.
• This position is not eligible for Visa sponsorship.

Location:

• 1525 W WT Harris Blvd, Charlotte, NC.

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our 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.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.