Bilingual Customer Service Rep 4

Job Description: Responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing. Duties may include: communicating with other departments to resolve customer issues; walking the service floor to respond to service bankers questions; providing one-on-one feedback, communicating with Remittance Network Member banks to resolve customer issues and system impacts; training on policies and procedures, new or enhanced services and/or procedural changes to service bankers; reviewing the work of and providing guidance to service bankers; providing support to store and telephone bankers with procedures and policy. Reviews data and reports trends to management. Works on special projects as assigned. May require certification. Minimum Qualifications: Proficient speaking, writing and reading English and one of the following languages: Spanish, Mandarin, Cantonese, Vietnamese or Tagalog. Preferred Skills 3+ years customer service and/or operational experience. Strong verbal and written communication skills. Proven success in problem analysis and resolution. Proven knowledge of Hogan. Proven knowledge of Banking Regulations and the Fair Credit Billing Act. Proven ability to work as a team. Ability to work independently. Proven knowledge of Office Suite products (Outlook, Word, Access, Excel). Excellent communication skills with external and internal team members. Must have excellent telephone communication skills. Proven sales ability. Preferred Skills: Knowledge of Banking front end systems, SVP, SVT, CIV or Edge. How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_HM_PRE&Action=A&SiteID=1&Opening=3244627 We do not acknowledge the Online Application.WELLS FARGO IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER M/F/D/V. Email this job |