Customer Service Representative (Banker Coach)

Wells Fargo is seeking a Customer Service Representative - Banker Coach in the Consumer Small and Business Banking Operations (CSBBO) Everyday Banking, Customer Service team.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Support customers and 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

• Interact with customer service team and perform moderately complex customer support tasks

• Manage risk by following all policies and procedures and staying abreast of changes to them

• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed

• Receive direction from customer service supervisor and escalate non-routine questions

Required Qualifications:

• 2+ 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:

• Solid understanding of Everyday Banking processes and procedures
• Proven experience in coaching, including virtual coaching with adaptable styles for diverse learners
• Understands risk management, demonstrating integrity and professionalism across all levels
• Ability to lead effectively through ambiguity and organizational change
• Excellent multitasking and problem-solving skills in fast-paced environments, with strong communication and technical troubleshooting abilities
• Certification and completion of Generative AI 100 Pathway - AVA Experience advocate, Digital Proficiency enhancements, MS Co-pilot, and Technology related knowledge.
   

Job Expectations:

• Ability to work on-site at work location

• Business operates 7 days per week and may require periodic weekend rotations

• Requires flexibility to work a changing schedule to meet the needs of new hire class time(s) which differ from class to class.

• Assist new hires with learning activities including policies and procedures

• Acts as a Subject Matter Expert (SME) providing guidance to less experienced individuals, as well as internal and external customers

• Partners with Learning & Development Facilitators acting as a SME during classroom facilitation

• Support and coach newly hired staff in their learning and readiness by providing direction and guidance, modeling expectations for less experienced individuals

• Proactively provide feedback and present ideas for improving or implementing processes and tools that enable a high- quality, effective, and efficient learner experience

• Responsible for new hire readiness by actively engaging in new hire learning activities such as call simulations, On the Job Experience (OJE), and partnering with other banker coaches, facilitators, and other key stakeholders to ensure new hire proficiency is gained each week and ensure graduation standards are met

• Support and assist in the administration of coaching queue and / or OJE program

• Responsible for reviewing and prioritizing daily tasks assigned during OJE and New Hire graduation

• Build relationships and collaborate with Learning & Development staff and Customer Service Associate Manager (CSAM) partners

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.