Customer Service Reps in this role will be in a call center handling inbound customer calls from customers that have consumer loans (mostly mortgage loans). In a typical day, Reps will be handling 75-100 calls from customers with inquiries on their accounts, billing, or wanting more information about services like modifications or alternative payments. They also may be following up on requests for information. Most every call will require the rep to navigate multiple computer systems and databases to research customer information and provide answers all while maintaining communication and a positive customer experience on the phone. Some calls may be quick and transactional, while others may be longer. Average handle time is an important thing that all reps are measured on, so someone who is empathetic and provides service, but who also is succinct is necessary. Candidates who are not strong on the computer and who cannot navigate two screens WILL NOT WORK. The number one reason people will not make it is picking up on how to use the systems and when, and being able to multitask using them while speaking with a customer. Previous call center experience is preferred for this reason, but someone with a great intangible skill set who proves themselves to be computer savvy works well.
Candidates will also need to be comfortable upselling and cross selling products on each call as applicable. This is something that they will be trained on, and will not be a huge aspect of the job however it is something that needs to be discussed, and candidates must be locked down on it. On service calls, some customers through dialogue will make it known they could benefit from other WF products. In these situations, reps will be expected to educate the customer and make the sale if possible. Other calls, this will not come up at all. On those calls, there is a script and a couple of questions reps will be trained on to talk to customers about potential other opportunities for wells fargo business. This is not an aggressive sell, and is part of their script.