Associate Personal Banker serving customers in the National Branch Network of Wells Fargo. Building relationships, understanding needs, and facilitating financial solutions in Albuquerque, NM.
About the role
- Customer Service Representative providing consistent service to clients through various communication channels. Ensuring professional handling of inquiries and maintaining knowledge of products and services.
Responsibilities
- Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products and services received through various communication channels;
- Assess needs and handle each request professionally, courteously and efficiently, while ensuring appropriate follow-up;
- Use internal systems to gather and provide any necessary information to ensure first-contact resolution;
- Track and record requests in the appropriate systems;
- Update certificate details when necessary and ensure appropriate follow-up (type of coverage, coverage amount, certificate cancellations, updating beneficiaries or contact information, underwriting requests to cancel coverage in replacement of a new one, bulk updates and/or bulk cancellations);
- Deliver consistently high-quality service, adhering to established processes as well as productivity and quality objectives (KPIs);
- Share ideas and observations to support continuous improvement;
- Keep product and service knowledge up to date and participate in ongoing development training.
Requirements
- Post-secondary diploma (preferred);
- Minimum of one year of customer service experience; call center, banking or insurance experience is considered an asset;
- Excellent active listening skills as well as strong verbal and written communication skills;
- Ability to explain decisions and procedures clearly, accurately and respectfully;
- Comfortable using multiple software applications and able to learn new ones quickly;
- Ability to manage multiple tasks simultaneously in a fast-paced environment;
- Strong team orientation and collaborative attitude;
- Proactive, self-directed and motivated by continuous learning;
- Adaptable and comfortable with change;
- Strong attention to detail;
- Bilingual (French and English) required.
Benefits
- Flexible work arrangements with monthly financial allowances to support your work-life balance;
- Generous starting paid time off, plus additional days off for each year of service;
- One paid volunteer day so you can spend time on a cause you care about;
- Paid personal and wellness days to support your overall well-being;
- Education assistance of up to $3,500 per year (subject to manager approval);
- Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help cover a wide range of wellness services that matter to you;
- Up to 14% combined contributions to the RRSP matching program;
- Maternity/parental leave for families;
- Additional benefits and programs.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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