Elite Customer Service Representative

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About this role:

Wells Fargo is seeking an Elite Customer Service Representative to join a new elite servicing team within our Unsecured Lending Operations (ULO) organization. This team is dedicated to delivering a best-in-class customer experience while maintaining strict adherence to internal policies, regulatory guidelines, and compliance standards.

• Handle complex customer interactions, perform research, and communicate with other departments to resolve escalated issues and provide an elite, best-in-class customer experience.
• Interact with internal and external customers, immediate team and communicate with other departments.

• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact.
• Provide undivided attention to customers, be proactively engaged by anticipating needs before they are even expressed, seek to add value and address potential issues before they arise.
• Create positive, meaningful interactions with customers and employees, demonstrating empathy, understanding, and discretion.
• Be adept at handling unexpected situations, resolving issues, and managing complaints diplomatically and efficiently, striving to turn negative experiences into positive ones.

• 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 2+ years' experience Servicing High-Value Customer Accounts
• 1+ years' experience with Credit Cards
• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment.
• Proven ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues with a calm and confident demeanor.
• Strong organizational, multi-tasking, and prioritizing skills
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Exceptional communication and interpersonal communication skills.
• Good analytical skills with high attention to detail and accuracy
• Ability to interact with integrity and a high-level of professionalism with all levels of team members and management.
• Ability to interact effectively with diverse individuals, demonstrating active listening, empathy, and professionalism.
• The ability to juggle multiple tasks, remain flexible, adjust plans quickly and prioritize requests to meet changing business needs.
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information.
• Experience delivering results in a fast-paced, deadline driven environment.
• Technical skills: Customer Information View (CIV), Customer Service System (CSS), and/or FDR

• Training class target start date is 10/27/2025.
• Training - 10 weeks, M-F 8:30am - 4:00pm CST
• Hours of Operation after training - 7:00am - 9:00pm CST
• Work shifts will be one of the following layouts:
• Sunday - Thursday
• Tuesday - Saturday
• Monday - Friday
• Hybrid work schedule: 1 week on campus, 1 week remotely
• Work schedules will be assigned during the Offer stage.
• Successful candidates Must have reliable internet access and home office during remote work.
• Required location(s) listed.
• Relocation assistance is not available for this position.
• Ability to work additional hours, which may include evenings, weekends and holidays based on business need.

• 4101 Wiseman Blvd., San Antonio, TX