DONT WAIT, CALL LEWIS ASAP 972-365-9547
Must Haves:
- At least 2 years of customer service experience speaking with escalated calls or upset customers.
- Financial services (banking, mortgage, brokerage) or insurance industry experience.
- Professional communication skills
S Price Road Chandler, AZ 85286
Pay Rate: $21.00
Position Type/Duration of Assignment: 12 month contract to start – Possible extensions
- M – F standard hours 8am-4:30pm
- Hybrid schedule: 8 weeks of onsite training, most likely onsite but there is a chance it could move to a hybrid schedule (cannot miss any time during training)
- 2+ years of customer service experience in a Financial Services environment.
- MUST HAVE: Empathy – ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need “thick skin” since some
Job Description:
Covers jobs responsible for managing escalated customer complaints companywide for mostly banking products, which will require special handling. Majority of the calls/emails will be from upset customers. Showing empathy to the customer, obtaining information about the customer’s situation, and letting them know the situation will be taken care of and resolved.
- The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise, all of Wells Fargo.
- Likely 7-12 calls per day.
- If someone is dissatisfied with customer service, even in a branch, and uses high risk terms like theft or discrimination, they’ll likely be transitioned to this team.
- Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.
- Can’t be scared to talk to customers, can’t get rattled. Very customer centric.
- Great attention to detail and organizational skills. Usually an upset person is saying a lot of information very quickly, this person needs to accurately capture those details while also being empathetic.
- Should be able to actively listen, will likely be the 5th or 6th person the customer is talking to and they need to be heard out.
- Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team.
- Successful agents have positivity, are engaged with the process and the customer.
- Needs to be able to succeed in a fast paced environment. Needs to be able to flex between handling a phone case and a written case.
- Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.
- Candidates should be high caliber individuals who want to join the WF team and be capable of handling things that have been escalated.
Pay: $21.00 per hour
Benefits:
- 401(k) 2% match
- Dental insurance
- Health insurance
- Life insurance
- Paid training
- Vision insurance
Work Location: Hybrid remote in Chandler, AZ
