Wells Fargo · 8 hours ago
Customer Service Representative- Transition Banker
ROANOKE, VA
Full-time
Onsite
Entry, Mid Level
2+ years expWells Fargo is seeking a Customer Service Representative - Transition Banker in the ULO, Credit Card Customer Service team. In this role, you will support financial products and services through various communication channels and assist in training new hires while providing guidance to less experienced individuals.
BankingFinancial ServicesFinTechInsurancePayments
Responsibilities
Support financial products and services through a variety of channels, such as phone, text, chat, video chat and other lines of communication
Perform moderately complex customer support tasks which may require account research
Receive direction from customer service supervisor and escalate non-routine questions
Interact with customer service team on complex customer issues
Assist new hires with learning activities including policies and procedures
Acts as a Subject Matter Expert (SME) providing guidance to less experienced individuals, as well as internal and external customers
Partners with Learning & Development Facilitators acting as a SME during classroom facilitation
Support and coach newly hired staff in their learning and readiness by providing direction and guidance, modeling expectations for less experienced individuals
Proactively provide feedback and present ideas for improving or implementing processes and tools that enable a high- quality, effective, and efficient learner experience
Responsible for new hire readiness by actively engaging in new hire learning activities such as call simulations, On the Job Experience (OJE), and partnering with other banker coaches, facilitators, and other key stakeholders to ensure new hire proficiency is gained each week and ensure graduation standards are met
Support and assist in the administration of coaching queue and / or OJE program
Responsible for reviewing and prioritizing daily tasks assigned during OJE and New Hire graduation
Build relationships and collaborate with Learning & Development staff and Customer Service Associate Manager (CSAM) partners
Qualification
Required
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
Preferred
Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Wells Fargo Consumer Lending Portal/Open Text experience
Systems of Record: BSC and CIV
Call center/phone experience
Excellent verbal, written, and interpersonal communication skills
Ability to negotiate, influence, and collaborate to build successful relationships
Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
Ability to work efficiently in structured but flexible, adaptable and changing, call center environment
Company
Wells Fargo
Wells Fargo & Company is a financial services firm that provides banking, insurance, investments, and mortgage services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-10-06IPO
Leadership Team
Charlie Scharf
CEO
Fernando Rivas
CEO of Corporate & Investment Banking
Recent News
2026-01-24
2026-01-23
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