Wells Fargo


Concord, California



Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time


415) 820-7800

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Online Customer Service Representative 1

Wells Fargo - Concord, California

Posted: 10/11/2018

Job Description

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.
Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.

This position would be part of Consumer Service which provides service and support for our customers.

Primary responsibilities for this role will include but are not limited to:
  • Coaching and mentoring phone bankers in 1:1 and/or in a group setting to meet defined productivity and quality metrics.
  • Assisting phone bankers in resolving routine and escalated problems through research and utilization of company tools and resources.
  • Handling escalated and unresolved calls from less experienced bankers.
  • Identifying and recommending areas of opportunity to increase performance.
  • Providing input to Supervisors on staff performance which includes escalating issues for resolution as appropriate.
  • Performing the operational duties of the supervisory position, in the absence of the supervisor.
  • Engaging new hires by meeting weekly while in training, listening to calls, introducing them to fellow team members, coordinating welcoming activities, and facilitating their transition to the floor team.
  • Reviewing Virtual Library and related bulletins to stay current on all policy and procedural changes and reiterating those changes with the team as appropriate.
  • Partnering with Resource Planning to coordinate and schedule team off-phone activities.
  • Facilitating/co-facilitating team meetings.
  • Special projects as assigned.
HOURS: The full-time schedule is to be determined and requires some flexibility to work additional hours to support business needs.

Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.

This position is eligible to participate in the Wells Fargo Virtual Channels Contact Center Incentive Compensation Plan.
Our next big investment is in you! Wells Fargo Bank offers:
  • Career Growth
  • Broad array of medical, dental, vision plans and wellness benefits
  • Vacation/Sick Time – up to 18 days paid time off your first year
  • Community Service hours
  • Matching 401 (k) up to 6% and Stock Purchase Plans
  • Discounts and savings on Wells Fargo Bank products and services
  • Tuition Reimbursement available after 6 months up to $5000
  • Commuter Benefits
Important Notes:
  • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.
  • During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. If you are a Wells Fargo Team Member, in your Jobs Profile ensure that your email address is valid and updated to an address that can receive external emails outside of the banking network and is a different email address than the one you originally used when you joined Wells Fargo. Initial contact with you will be made via e-mail. Please check your e-mail regularly for updates.
Want to learn more about our culture? Click on this link to hear what our team members are saying: Working at Wells Fargo – Our Culture
Why do our team members choose to work at Wells Fargo? Click on this link to hear what our team members are saying: Working at Wells Fargo – Why Wells Fargo?
Learn how to apply with your mobile device: Wells Fargo Jobs – Mobile Apply
Required Qualifications

  • 6+ months of experience in customer service, or offering products and services to customers based on their needs
Desired Qualifications

  • Experience addressing and resolving complex customer issues
  • Basic knowledge and understanding of banking products and services
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to effectively listen and elicit information
  • Basic Microsoft Office skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Ability to troubleshoot common computer problems
Job Expectations

  • Must be able to attend full duration of required training period
Street Address

CA-Concord: 1220 Concord Ave - Concord, CA


  • All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

    Relevant military experience is considered for veterans and transitioning service men and women.
    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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