Call Center Specialist

<p><strong>CALL LEWIS 972-365-9547</strong></p><p><br></p><p><strong>Hours</strong>: Mon-Fri, 8a – 4:30p</p><p><strong>Hybrid schedule</strong>: 6 weeks of onsite training, then will move to hybrid schedule 5 days in office/5 days remote (cannot miss any time during training)</p><p><strong> </strong></p><p><strong>Start Date:</strong> Tuesday 10/14/25 (10/13 Columbus Day)</p><p><strong>Contract: </strong>12 month contract</p><p><strong>Hiring Manager:</strong> several managers</p><p><strong> </strong></p><p><strong>Required Qualifications:</strong></p><ul><li><strong>2+ years of customer service experience in a Financial Services environment</strong>.</li><li><strong>MUST HAVE:</strong> Empathy – ability/experience with assisting upset customers that have a situation that want resolved immediately. Also need “thick skin” since some customers might take out anger on representative.</li><li><strong>MUST HAVE:</strong> Listening skills</li><li><strong>MUST HAVE:</strong> Strong/professional communication skills</li><li>Experience working with several different software/systems simultaneously</li><li>Positive outlook/personality</li><li>Strong organizational skills</li><li>Flexible, used to change</li><li>Ability to succeed in a fast paced work environment</li><li>Strong business acumen</li></ul><p><br></p><p><strong>Job Description:</strong></p><p><br></p><p>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.</p><ul><li>The intake team intakes the escalated complaint and directs it to the appropriate research group. Handles it for the Enterprise, all of Wells Fargo.</li><li>Likely 7-12 calls per day.</li><li>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.</li><li>Needs to be highly comfortable and experienced with dealing with people on the phone and have great communication skills.</li><li>Can’t be scared to talk to customers, can’t get rattled. Very customer centric.</li><li>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.</li><li>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.</li><li>Able to navigate computer systems. Once they gather this information, they’ll hand it off to the right research team.</li><li>Successful agents have positivity, are engaged with the process and the customer.</li><li>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.</li><li>Needs to understand how to work in an office environment. Strong work ethic, need to be punctual and dependable.</li><li>Candidates should be high caliber individuals who want to join the WF team and be capable of handling things that have been escalated.</li></ul><p></p>