Customer Service Rep 3 Job in Santa Barbara, California US
Customer Service Rep 3
Together we'll go far! Wells Fargo Home Mortgage is the nation's leading mortgage lender. We are driven to provide exceptional home loan service to consumers and business partners. With a strong, nationwide branch network, we strive to offer the very best platforms, technology, tools, and compensation. At Wells Fargo, we foster an inclusive, customer focused work environment where innovation is encouraged and performance rewarded. We invest in you, develop your talents, and help you maximize your potential. If we want to be successful in today's world, we must be as diverse, in every respect, as the customers and communities we serve. We have an immediate opening for a Customer Service Representative. This individual is responsible for responding to escalated inquiries and complaints on the most complex mortgage products/services and/or from premier customers. Resolves the most complex escalation items such as: research of customer issues, inquiries and complaints from customers and on-line transaction processing. Duties may include: communicating with other departments to resolve customer issues; providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing work of and providing guidance. Reviews data and reports trends to management. May be responsible for performing the operational duties of the supervisory position. Works on special projects as assigned. Bi-lingual job seekers are encouraged to apply. Basic Qualifications: 2+ years customer service experience. Minimum Qualifications: Prior experience in processing complex transactions and performing extensive research to resolve complex customer inquiries. Excellent written, verbal and interpersonal skills to deal effectively with intradepartmental team members and external entities. Advanced PC skills including ability to troubleshoot common problems and navigate the internet/intranet. Skills/competencies; - Demonstrated excellent verbal and written communication skills - Demonstrated PC skills including Microsoft Office Suite and the ability to use database marketing - Demonstrated customer service skills Physical requirements: - Ability to move 15+ pounds - Ability to operate a moving vehicle or have access to transportation - Ability to stand/sit/walk for 6-8 hours a day Education: - High school education or equivalent Preferred Skills: - Mortgage industry experience - Bi-lingual skills - Bachelor's degree