Customer Service Representative

Customer Service Representative

Wells Fargo is seeking a Customer Service Representative in our Investment Contact Center (ICC). Wealth Investment Management (WIM) Contact Center provides service and support for clients of WIM's lines of business, the Client Relationship Group and Private Wealth. The client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence.

At Wells Fargo, a Customer Service Representative delivers advanced support to customer inquiries in a high-volume, inbound environment and resolve complex inquiries. You will support day-to-day customer interactions, process transactions, investigate and resolve customer concerns, and contribute to a positive customer experience. You will service clients with brokerage accounts via telephone, act as a front-line problem solver to address client concerns, and assist them as needed. This is a challenging role with a broad focus.

Successful employees are punctual, reliable, and are always learning new ways to support clients and provide exceptional client experience every day.

Find out why we're the #1 financial services company to grow YOUR career.

In this role, you will:

• Manage inbound customer interactions across multiple channels, resolving a broad range of inquiries and service requests
• Apply product and service knowledge to assess customer needs and deliver accurate, effective solutions
• Assess and resolve moderately complex customer issues with accuracy and efficiency
• Adhere to processes, policies, and regulatory requirements while ensuring consistent and compliant service delivery
• Navigate multiple systems efficiently to research, document, and complete customer transactions in real time
• Promote adoption of digital capabilities by educating customers on self-service tools and alternative servicing options
• Collaborate with internal partners to manage escalations, resolve customer concerns, and support service delivery
• Contribute to continuous improvement efforts that enhance customer experience and operational effectiveness

Required Qualifications:

• 1+ year of customer service, financial services, or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Demonstrated ability to deliver exceptional customer service through active listening, identifying customer needs, effective communication, and customer-focused problem solving to resolve inquiries and build customer relationships
• Experience working in a fast-paced, high-volume, metric-driven environment while maintaining accuracy, professionalism, quality, and a commitment to first-contact resolution
• Proven ability to research issues, evaluate solutions, and independently resolve customer concerns in a timely manner providing a positive experience
• Strong capability to interact effectively with customers, business partners, and team members
• Demonstrated ability to navigate multiple systems, applications, and search tools simultaneously while maintaining accuracy and adherence to policies, procedures, and regulatory requirements
• Experience collaborating across teams to resolve customer issues, manage escalations, and deliver positive customer outcomes while adapting to changing priorities and business needs
• Demonstrated resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations

Job Expectations:

• Must be able to attend full duration of required training period
• This role is not eligible for Visa sponsorship
• Ability to work additional hours as needed
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Must work on-site at the location posted

Training Schedule:

• Start Date: January 11, 2027
• Training will be for six weeks Monday – Friday 8:30 am EST – 5:00 pm EST
• Your regular work schedule will be based on business need and may include working some weekends and some holidays

Posting Location:

• 1525 W WT Harris Blvd, Charlotte, NC 28262

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.