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Customer Service Representative 2 - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Winterville, North Carolina |
About this job
Job Title:
Customer Service Representative 2
Job ID Number:
5098481
Schedule Type:
Reg-Time
Work Hours:
40
Location:
Winterville,NC
Qualifications:
Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.
It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.
The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.
Join the #2 Overall Auto lender ( Source: Autocount )
Our Dealer Services team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.
The Customer Service Representative 2 (CSR 2) is responsible for servicing the transactional needs of all Wells Fargo Dealer Services direct and indirect auto loan customers via inbound telephone contact while delivering high quality service along with accurate and professional responses to customer inquiries, while adhering to regulatory and compliance guidelines.
Handles customer inquiries and processes customer transactions while navigating multiple system screens and accurately documenting the account (i.e. Account File Maintenance, Contract Copies, Statement Copies, Automatic Loan Payment Information, Payoff Requests, Direct Debit Requests, Due Date Changes, Web Site navigation instruction).
Cross-sells financial products at the end of each call, as appropriate. Sends e-mail requests to appropriate departments to complete customer transactions and documents customer information in computer system.
Required to maintain a Call Quality score of 94% or higher; average call handle time of 285 seconds, work percentage at 1% or better; and maintain a Schedule Adherence Rating of 96% or above.
1+ years customer service experience and 1+ years computer experience. Customer service focused. Proven experience with listening and eliciting information effectively. Demonstrated excellent verbal and written communications skills. Strong PC skills including ability to troubleshoot common problems and navigate the internet/intranet. Strong customer orientation/sensitivity and professionalism. Well-developed organizational and time management skills. Proficient Typing/Computer skills with a high level of accuracy. Ability to sit for long periods of time, while taking continuous customer calls. Ability to work independently and multi task in a fast paced, ever changing environment.
Position Hours: Must be available to work any shift during center’s hours of operation. Current center hours of operation are: Monday – Friday, (7 am – 9 pm).
For the first six weeks, the training schedule will be Monday – Friday, (8 am – 5 pm).
After training, your initial schedule will be Monday – Friday, (12 pm - 9 pm), not including 1.5 hours of mandatory overtime per week. Possibly open on Saturdays in the future. Hours may change due to business needs.
Training Class begins on June 1, 2015.
**NOTE** - We have a shift bid process every 6 months where our team members bid on their preferred shift. The shift is then assigned based on performance, tenure, and eligibility.
Call center experience. Experience in a customer facing environment with proven ability to develop customer rapport, problem solve, and respond to customers’ needs. Experience in banking, finance or auto finance/dealership industry. Ability to read/write/speak, English and Spanish.
Customer Service Representative 2
Job ID Number:
5098481
Schedule Type:
Reg-Time
Work Hours:
40
Location:
Winterville,NC
Qualifications:
Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.
It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.
The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.
Join the #2 Overall Auto lender ( Source: Autocount )
Our Dealer Services team offers integrated financial services solutions designed primarily for the auto dealer community, providing financing and related services to both dealers and consumers nationwide.
The Customer Service Representative 2 (CSR 2) is responsible for servicing the transactional needs of all Wells Fargo Dealer Services direct and indirect auto loan customers via inbound telephone contact while delivering high quality service along with accurate and professional responses to customer inquiries, while adhering to regulatory and compliance guidelines.
Handles customer inquiries and processes customer transactions while navigating multiple system screens and accurately documenting the account (i.e. Account File Maintenance, Contract Copies, Statement Copies, Automatic Loan Payment Information, Payoff Requests, Direct Debit Requests, Due Date Changes, Web Site navigation instruction).
Cross-sells financial products at the end of each call, as appropriate. Sends e-mail requests to appropriate departments to complete customer transactions and documents customer information in computer system.
Required to maintain a Call Quality score of 94% or higher; average call handle time of 285 seconds, work percentage at 1% or better; and maintain a Schedule Adherence Rating of 96% or above.
1+ years customer service experience and 1+ years computer experience. Customer service focused. Proven experience with listening and eliciting information effectively. Demonstrated excellent verbal and written communications skills. Strong PC skills including ability to troubleshoot common problems and navigate the internet/intranet. Strong customer orientation/sensitivity and professionalism. Well-developed organizational and time management skills. Proficient Typing/Computer skills with a high level of accuracy. Ability to sit for long periods of time, while taking continuous customer calls. Ability to work independently and multi task in a fast paced, ever changing environment.
Position Hours: Must be available to work any shift during center’s hours of operation. Current center hours of operation are: Monday – Friday, (7 am – 9 pm).
For the first six weeks, the training schedule will be Monday – Friday, (8 am – 5 pm).
After training, your initial schedule will be Monday – Friday, (12 pm - 9 pm), not including 1.5 hours of mandatory overtime per week. Possibly open on Saturdays in the future. Hours may change due to business needs.
Training Class begins on June 1, 2015.
**NOTE** - We have a shift bid process every 6 months where our team members bid on their preferred shift. The shift is then assigned based on performance, tenure, and eligibility.
Call center experience. Experience in a customer facing environment with proven ability to develop customer rapport, problem solve, and respond to customers’ needs. Experience in banking, finance or auto finance/dealership industry. Ability to read/write/speak, English and Spanish.