Senior Customer Service Representative; Bilingual

Position: Senior Customer Service Representative (Bilingual)
About this role:

Wells Fargo is seeking a Senior Customer Service Representative - Personal Loan Consultant (English/Spanish Required) in the Personal Loan Originations contact center to support customers through the personal loan application and fulfillment process. This role serves as a subject matter expert, supporting customers across the full personal loan lifecycle, and contributing to continuous process improvement.

The Person al Loan Consultant plays a key role in ensuring a high-quality customer experience while maintaining compliance with policies and procedures. PLCs act as a liaison between various departments to assist customers through the loan origination process.

In this role, you will:

* Serve as a subject matter expert supporting customers throughout the personal loan lifecycle, including application, post‑application, and closing activities

* Handle complex customer interactions and escalations, researching issues and providing accurate, compliant resolutions

* Guide customers through the personal loan application process, ensuring accurate information capture and clear explanation of loan terms and next steps

* Support customers after application submission by coordinating required documentation, providing guidance, and helping prevent processing delays

* Assist customers with the loan closing process, including electronic signing, branch closings, and troubleshooting technical or procedural issues

* Act as a liaison between customers and internal partners such as underwriting, documentation, fraud, tax, and branch teams

* Assist managers or supervisors with escalated inquiries, complaints, and complex customer situations, ensuring proper documentation and compliance

* Maintain adherence to quality, schedule, and performance expectations while balancing efficiency and customer experience

* Identify and recommend process improvements that enhance customer experience, operational effectiveness, and risk management

Required Qualifications:

* 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

* Bilingual speaking proficiency in Spanish and English

Desired

Qualifications:

* Experience supporting loan or consumer lending processes

* Excellent verbal, written, and interpersonal communication skills

* Intermediate Microsoft Office skills

* Strong problem-solving and analytical skills

* Strong organizational, multitasking, and prioritization abilities

* Ability to make timely and independent judgment decisions while working in a fast-paced, customer-focused environment

* Ability to maintain professional etiquette under pressure

* Experience troubleshooting common computer or system issues

* Ability to navigate multiple computer systems, screens, applications, and search tools while working on the phone

* Demonstrated ability to provide strong customer service by actively listening, eliciting information efficiently, and resolving complex customer issues

* Solid knowledge and understanding of financial products, services, and operations

Job Expectations:

* Adhere to Wells Fargo policies, procedures, and compliance requirements

* Support a high standard of customer experience and operational excellence

* Collaborate effectively with peers, leaders, and cross-functional partners

Required Schedule

Charlotte, NC: 11:00 AM - 8:00 PM

Saint Louis Park, MN: 10:00 AM - 7:00 PM

This position operates under a hybrid work arrangement, requiring a combination of onsite presence and remote work. Employees are expected to work partially from the designated office location and partially from home, in accordance with business needs and established scheduling guidelines

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$21.63 - $31.25

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit…