Senior Customer Service Representative

About This Role

Wells Fargo is seeking a Senior Customer Service Representative.

In This Role, You Will

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with internal and external customers
  
  

• 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training and/or education
  
  

• Completed at least 2 years in Finance, Business, Accounting, Economics, International Trade, Business/Administration or related courses
• Experience in wealth and investment banking, trading services or support in a client facing (voice) function, preferred
• Knowledge and interest in securities products (stocks and bonds) or brokerage services
• Strong analytical and numerical skills
• Good communication skills
• Attention to detail and comfortable with risk assessment and decision-making skills
• Candidates with expired FINRA licenses will be prioritized
  
  

• Willing to work onsite (BGC office)
• Willing to work US hours
• This position requires one or more regulatory licenses as required by applicable regulations. Candidates who do not currently hold the necessary licenses may be considered for employment; however, obtaining the required licenses within the established timeframe following onboarding will be a condition of continued employment.
• Wells Fargo provides licensing support and sponsorship, including access to study resources and training, registration assistance and paid time for exam preparation, to help ensure timely completion of all licensing requirements.