Senior Customer Service Representative, Bilingual
Wells Fargo
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • Minnesota • North Carolina • United States
Visit company websiteExplore more
Salary
💰 $22 - $31 per hour
Job Level
About the role
- Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post‑application, and closing activities
- Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions
- Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps
- Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays
- Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues
- Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams
- Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance
- Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience
- Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management
Requirements
- 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, military experience, education
- Bilingual speaking proficiency in Spanish and English
- Experience supporting loan or consumer lending processes
- Excellent verbal, written, and interpersonal communication skills
- Intermediate Microsoft Office skills
- Strong problem-solving and analytical skills
- Strong organizational, multitasking, and prioritization abilities
- Ability to make timely and independent judgment decisions while working in a fast-paced, customer-focused environment
- Ability to maintain professional etiquette under pressure
- Experience troubleshooting common computer or system issues
- Ability to navigate multiple computer systems, screens, applications, and search tools while working on the phone
- Demonstrated ability to provide strong customer service by actively listening, eliciting information efficiently, and resolving complex customer issues
- Solid knowledge and understanding of financial products, services, and operations
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicefinancial servicesloan processingconsumer lendingproblem-solvinganalytical skillsMicrosoft Officetroubleshootingmultitaskingorganizational skills
Soft Skills
verbal communicationwritten communicationinterpersonal skillsjudgment decision-makingprofessional etiquetteactive listeninginformation elicitationcustomer experience enhancementprocess improvementtime management