Wells Fargo Careers | Customer Service Representative 2 - Auto Job, Chandler, AZ

Wells Fargo

Job Description

Customer Service Representative 2 - Auto

The Customer Service Representative 2 with Wells Fargo Auto is responsible for servicing the transactional needs of all Direct and Indirect Auto loan customers via inbound telephone contact in a call-center environment. Delivers high quality service along with accurate and professional responses to customer inquiries, while adhering to regulatory and compliance guidelines.

The successful candidate must be flexible and available to work any shift during the Call Center’s hours of operation including the training schedule, evenings, weekends, holidays, and overtime. Works hours may change based on business need.

Training Schedule: 6 weeks, Monday through Friday (9am to 6pm); Work Schedule: Monday through Friday (10am to 7pm or 11am to 8pm during Daylight Saving Time and 11am-8pm or 12pm to 9pm during Standard Time; 1 Saturday rotation per month (7am to 3:30pm DST and 8am to 4:30pm ST)

This is a virtual role on a temporary basis. On-boarding will be on-site the first 2 days and the rest of the Training Class will be held virtually. All positions may be asked to return to the office environment based on business need.

Duties and Responsibilities

Your main responsibilities in this role include the following:

• 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)

• Offers or recommends products based on customer needs.

• Sends e-mail requests to appropriate departments to complete customer transactions and documents customer information in computer system.

Job Requirements

• 1+ year of experience interacting with people or customers, demonstrated through work, military, or education

Desired Qualifications

• Ability to effectively listen and elicit information

• 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 troubleshoot common computer problems

• Customer service focus with the ability to listen to customer needs and recommend solutions

• Ability to maintain professional etiquette under pressure

• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

• Ability to work effectively in a team environment

• Good attention to detail and accuracy skills

• Call center customer service experience in the financial services industry

• Bilingual speaking proficiency in Spanish/English

Job Details

Company Name: Wells Fargo

Employment Type: Full-time

Job Location: Chandler, Arizona, United States

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