Associate Customer Service Representative Everyday Banking

About the Role

Wells Fargo is seeking an Associate Customer Service Representative in Everyday Banking. This role serves as the front line in a high-volume, inbound call center, delivering timely support across a range of financial products and services. You will operate in a fast-paced, highly dynamic, and metric-driven environment.

Key Responsibilities

• Respond to and resolve high volumes of inbound customer interactions across phone and digital channels, providing timely, accurate support.
• Assist customers with inquiries, transactions, and service requests with empathy across financial products and services.
• Deliver a positive customer experience through clear communication, empathy, and problem-solving.
• Perform routine tasks by following established processes, procedures, and regulatory guidelines.
• Navigate multiple systems to access information, document interactions, and complete transactions.
• Escalate complex or higher-risk customer concerns to experienced colleagues or leadership when appropriate.
• Collaborate with peers and internal partners to support timely issue resolution and customer satisfaction.
• Review customer information for accuracy and completeness and maintain appropriate records.

Requirements & Tech Stack

• 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.
• Ability to work on-site at the Charlotte, NC location.
• Must be able to attend the full duration of the required training period.
• Ability to work additional hours as needed.

Job Expectations

• This role is not eligible for Visa sponsorship.
• Training classes start on 1/11/27, 1/19/27, and 1/25/27 for 7 weeks.
• Training hours are 8:30 a.m. – 5:00 p.m. Monday - Friday.
• Work hours are Sunday - Saturday, 6:00 a.m. – 10:00 p.m. (EST).
• Regular work schedule will include working at least one weekend day and some holidays.
• Most schedules will be mid-shift or evening-shift.
• Schedule may be eligible for a shift differential.
• Third-party recordings are prohibited unless authorized by Wells Fargo.

Desired Qualifications

• Experience delivering customer support in a contact center in the financial services industry.
• Demonstrated customer service experience using active listening, effective communication, identifying customer needs, and customer understanding to resolve inquiries, address concerns, and build strong customer relationships.
• Experience managing customer inquiries in a fast-paced, high-volume, metric-driven environment while maintaining professionalism, accuracy, and quality service.
• Problem-solving skills with the ability to research issues, identify root causes, evaluate solutions, and deliver timely resolutions.
• Attention to detail and ability to navigate multiple systems, applications, and search tools while maintaining accuracy and compliance with policies and procedures.
• Experience collaborating with customers, business partners, and team members to achieve shared goals, resolve escalations, and deliver positive outcomes.
• Demonstrated resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations.