JOB DESCRIPTION

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application. 

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. 

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. 

Wells Fargo Virtual Channels (WFVC) serves consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.  

The Customer Success Specialist 2 is an essential role within the Credit Card contact center and may be a good fit for you if you would enjoy:

• Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations. • Quickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues on a variety of more complex financial products, services and/or select customer segments. • Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication.  • Navigating multiple computer systems; researching and assessing customer needs, and offering appropriate solutions.

Compensation: Starting rate: $18.75/per hour, plus eligible to participate in the Wells Fargo Virtual Channels Contact Center Incentive Compensation Plan with the opportunity to earn quarterly incentive.  

Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

Training: You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures and services. 

Training class starts on 5/4/2020 for 1 week and the training hours are 8a.m. – 5p.m. Monday - Friday.  You are required to attend the full duration of this paid 1 week of training.

Schedules are being offered as follows: 

4:00am-12:30pm w/either Friday/Saturday OR Sunday/Monday OFF 8:00am-6:30pm Sunday/Wednesday/Thursday OFF 3:00pm-11:30pm  Sunday/Monday OFF 4:00pm-12:30am Friday/Satruday OFF 4:00pm-2:30am Sunday/Tuesday/Wednesday OFF

#CB #wayup

Required Qualifications • 1+ year of experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience 

Desired Qualifications:  • Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management   • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues • Ability to influence, educate, and connect customers to technology and share the value of digital banking options  • Good attention to detail and accuracy skills   • Ability to navigate multiple computer systems, applications, and utilize search tools to find information  • Basic Microsoft Office Skills  • 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 • Ability to negotiate, influence, and collaborate to build successful relationships  • Ability to be flexible and adjust plans quickly to meet changing business needs 

REQUIRED QUALIFICATIONS

• 1+ year of experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience

DESIRED QUALIFICATIONS

• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to influence, educate, and connect customer to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Basic Microsoft Office skills
• 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
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Strong knowledge and understanding of Virtual Library
• Knowledge and understanding of Hogan
• Exposure to Wells Fargo CIV (Customer Information View) application
• Exposure to 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

SALARY INFORMATION

The salary range displayed below is based on a Full-time 40 hour a week schedule. AZ-PHX-NORTHWEST PHOENIX: Min: $31,200 Mid: $38,000

STREET ADDRESS

AZ-PHX-NORTHWEST PHOENIX: 2202 W Rose Garden Ln - Phoenix, AZ

DISCLAIMER

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Wells Fargo’s historical bank has been serving communities since 1852—with customers in one in three households nationwide and 8,700 locations across 33 countries. Wells Fargo—“Most Admired” among the world’s largest banks by Fortune magazine—offers an extensive portfolio of banking, mortgage, insurance, investment, consumer, and commercial expertise for every financial need. The Vision, Values & Goals of Wells Fargo details the enduring principles that guide all Wells Fargo team members in the work they do every day — in serving customers and helping each other.