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Hours Full-time, Part-time
Location Des Moines, Iowa

About this job

Job Title:

Customer Service Representative 3

Job ID Number:

5150460

Schedule Type:

Reg-Time

Work Hours:

40

Location:

Des Moines,IA

Qualifications:

Our foundation for success can be summarized in three beliefs:

Our product is service.

Our value added is financial advice and guidance.

Our competitive advantage is our people. It all begins with outstanding talent.

In Wells Fargo's Consumer Lending Group (CLG), we've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. 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.

Our Retail Services team partners with retail merchants to issue private label credit cards to consumers for use at their store. It's one of the largest entry points for new households into Wells Fargo.

One example is our Retail Services team partnering with Dillard's to issue Dillard's -- branded private label and co-brand credit cards to consumers for use at their stores. You will be taking inbound calls, including escalated calls, from our Dillard's credit card holding customers who have questions regarding their account or their statement. In addition, you will be taking help/assist line calls providing first level support for front line agent questions.

The environment is very structured and the position would include a 4-week mandatory training period starting on October 26, 2015; the training schedule is Monday-Friday 8:00am-4:30pm, no absences.

Once you have completed training you will be assigned one of the 40 hour per week fixed schedules below somewhere during the operating hours of 5:30am - 12:00am Sunday -- Saturday.

Schedule 1 Monday - Friday 3:30pm-12:00am (Sunday & Saturday off)

Schedule 2 Sunday 5:30am-2:00pm, Monday & Tuesday 11:30am-8:00pm, Wednesday & Thursday 3:30pm-12:00am (Friday & Saturday off)

Schedule 3 Sunday 5:30am-2:00pm, Monday & Tuesday 3:30pm-12:00am, Wednesday & Thursday 11:30am-8:00pm (Friday & Saturday off)

Schedule 4 Tuesday & Wednesday 11:30am-8:00pm, Thursday 8:00am-4:30pm, Friday and Saturday 3:30pm-12:00am (Sunday & Monday off)

Schedule 5 Sunday & Tuesday 3:30pm-12:00am, Monday & Wednesday 11:30am-8:00pm, Thursday 8:00am-4:30pm (Friday & Saturday off)

Schedule 6 Sunday & Monday, Friday & Saturday 1:30pm-12:00am (Tuesday - Thursday off)

2+ years customer service experience. Prior experience in processing complex transactions and performing extensive research to resolve complex customer inquiries. Excellent written, verbal and interpersonal skills to deal effectively with intradepartmental team members and external entities. Advanced PC skills including ability to troubleshoot common problems and navigate the internet/intranet. Demonstrated excellent verbal and written communications skills Experienced PC skills Wells Fargo Retail Services experience Experience handling escalated customer situations Coaching experience Superior problem solving skills Proven high performance in quality average and efficiency metrics IA-Des Moines: 800 Walnut St - Des Moines, IA