E-Mail and Chat Customer Service Representative

Salt Lake City, Utah
September 16 2020
Customer Service
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.

Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve 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 E-mail CSR team is responsible for responding to customer inquiries via email related to consumer, business, credit card, and online banking financial products and services.

Primary responsibilities for this role may include but are not limited to:
• Assisting customers via email with a wide range of inquiries related to financial products and services, while following established procedures to meet compliance guidelines.
• Utilizing multiple systems and bank wide resources to provide a first contact resolution and personalized reply to our customer
• Maintain strong knowledge of bank policies, processes and procedures to effectively service customers while remaining compliant.
•At times, the E-Mail Customer Service Representatives are required to service the Customer Service Chat queue as needed.

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

Currently hiring for training class starting on Monday, November 2nd. Training hours are TBD Monday - Friday for 4 weeks. (Must be available to attend entire paid training class)

We are currently offering scheduled that fall within our hours of operation. We are open 7 days a week from 9:30am - 8pm.
Schedules are provided based on availability at the time of offer. Schedules are subject to change based on business need.

Our next big investment is in you! Wells Fargo Bank offers:
• Career Growth
• Broad array of medical, dental, vision plans and wellness benefits
• Vacation/Sick Time - up to 18 days paid time off your first year
• Community Service hours
• Matching 401 (k) up to 6% and Stock Purchase Plans
• Discounts and savings on Wells Fargo Bank products and services
• Tuition Reimbursement available after 6 months up to $5000
• Commuter Benefits


Important Notes:
• 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. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
• Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

Required Qualifications

  • 6+ months of experience interacting with customers demonstrated through work or military experience

Desired Qualifications

  • Experience addressing and resolving complex customer issues
  • Functional knowledge and understanding of banking products and services
  • Excellent verbal, written, and interpersonal communication skills
  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to work effectively in a team environment
  • 6+ months of customer service experience
  • Outstanding problem solving skills
  • Strong analytical skills with high attention to detail and accuracy
  • Experience composing formal business correspondence
  • Exposure to the Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures
  • Financial services experience
  • Experience meeting customer service or customer satisfaction goals

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.

UT-Salt Lake City: Min: $31,200 Mid: $32,500

Street Address

UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT


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.

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