Senior Customer Service Representative

Senior Customer Service Representative

Wells Fargo is seeking a Senior 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. In this role, you will service clients and their relationship teams with their banking products via telephone. You will act as a front-line problem solver to address client concerns, assisting them as needed.

This is a challenging role with a broad focus dealing with many products and systems. Successful employees are detailed and organized, able to multitask in a fast-paced action-oriented environment, and able to think outside the box to provide best-in-class customer service to support our client's needs. Our employees must be reliable, punctual, and always ready to learn new ways to support clients and to provide an exceptional client experience every day.

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

Required Qualifications:

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

Desired Qualifications:

• Prior call center and/or financial services experience is preferred.
• Ability to work in a fast-paced action-oriented environment
• Effective organizational, multi-tasking, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to understand client concerns, questions, and problems then identify appropriate solutions
• Basic Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Must be detailed oriented and see tasks end-to-end
• Approaches change positively—whether it's new products, new scripts, or new systems.

Job Expectations:

• Ability to work additional hours as needed
• Must be able to complete the full duration of training
• Comfortable navigating multiple systems, documenting calls, and maintaining conversation flow simultaneously.
• Should be able to work during the hours of operation, Monday - Friday, 7:00 AM - 7:00 PM CT

Posting Location: 550 S 4th St MINNEAPOLIS, MN 55415

Pay Range Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $24.04 - $31.25

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits

401(k) Plan

Paid time off

Disability benefits

Life insurance, critical illness insurance, and accident insurance

Parental leave

Critical caregiving leave

Discounts and savings

Commuter benefits

Tuition reimbursement

Scholarships for dependent children

Adoption reimbursement

Posting End Date: 30 Mar 2026 *Job posting may come down early due to volume of applicants.

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.