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 when 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 is an essential role within the Service Chat 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 chat, responding to routine to moderately complex inquiries and resolving customer issues in a friendly and courteous manner.

• 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.

• Leveraging your professional writing skills to respond to customer inquiries via chat.

COMPENSATION:  Starting rate $16.75 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.

BENEFITS: Read more about our rich selection of benefits you can personalize to support your health and well-being, retirement, financial security, and work-life needs. Copy and paste the link into a new browser: www.wellsfargo.com/about/careers/benefits

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 Monday, July 6th 2020 for approximately 6 weeks. Training hours are 8:30 a.m. – 5:00 p.m. Monday - Friday.  You are required to attend the full duration of this paid 6 weeks of training.

SCHEDULE: Our Contact Center is open: Sunday - Saturday, 6:00 am -10:00 pm EST. Schedules vary based on business need and include working at least one weekend day and scheduled holidays to support the business needs.

TESTING: A pre-employment assessment is required for this position.  After submitting your application, please monitor your email for future communications.

Candidates must successfully complete and pass a proctored writing assessment as part of the selection process.

REQUIRED QUALIFICATIONS

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

DESIRED QUALIFICATIONS

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to negotiate, influence, and collaborate to build successful relationships
• Basic Microsoft Office skills
• Excellent verbal, written, and interpersonal communication skills
• Good attention to detail and accuracy skills
• Ability to influence, educate, and connect customer to technology and share the value of digital banking options
• 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
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Ability to be flexible and adjust plans quickly to meet changing business needs

JOB EXPECTATIONS

• Must be able to attend full duration of required training period
• Must pass a validated writing assessment

SALARY INFORMATION

The salary range displayed below is based on a Full-time 40 hour a week schedule. NC-CHARLOTTE: Min: $31,200 Mid: $35,000

STREET ADDRESS

NC-CHARLOTTE: 1525 W Wt Harris Blvd - Charlotte, NC

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.