Associate Customer Service Representative - Credit Cards - Bilingual (Spanish/English)

Responsibilities

• Support customers with empathy regarding credit card products and services through various channels including phone, text, chat, and video chat.
• Resolve customer inquiries and problems in a fast-paced, high-volume environment while adhering to work guidelines, policies, and regulations.
• Navigate multiple computer systems and applications to provide a best-in-class customer experience.
• Escalate complex questions and issues to senior employees as needed.
• Collaborate with team members to share information and ensure service excellence.

Requirements

• 6+ months of experience in Customer Service, Financial Services, or Contact Center support (includes military or equivalent training/education).
• Bilingual proficiency in Spanish and English (speaking, reading, and listening).
• Ability to attend the full 8-week mandatory training period (Monday-Friday, 8:00 am – 4:30 pm).
• Ability to work on-site in San Antonio, TX.
• Ability to work a flexible schedule, including weekends and holidays, to meet business needs.
• Must complete and pass a required language assessment.

Preferred Qualifications

• Experience in a metric-driven call center environment.
• Strong interpersonal communication skills with a high level of professionalism.
• Ability to efficiently elicit information and resolve complex customer issues.
• Proficiency with internet, mobile, and social media technology.
• Military experience resolving complex administrative or communication-based issues.

About the Company

Wells Fargo is a leading financial services company with approximately $2.1 trillion in assets. We provide a diversified set of banking, investment, and mortgage products and services through our specialized operating segments. We are committed to building strong customer relationships and maintaining a culture of risk mitigation and compliance.