Customer Service Representative - Spanish Bilingual (Personal Loans)

About this role:

Wells Fargo is seeking a Spanish Bilingual Customer Service Representative for our Personal Loans line of business.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

Required Qualifications:

• 1+ year of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ year of Customer Service, Financial Services or Contact Center support experience in BPO setting
• Bilingual proficiency in Spanish and English (verbal and written) with the ability to clearly explain loan products, requirements, and next steps to customers
• Preferably with prior experience in call center, customer service, financial services, or sales support
• Strong working knowledge or ability to quickly learn Personal Loan application requirements, including customer personal information, income/employment details, and loan purpose documentation
• Demonstrated ability to follow defined processes and scripts, while maintaining a positive and engaging customer experience
• High attention to detail and accuracy when collecting, validating, and documenting customer information to prevent downstream application errors or audit findings
• Effective verbal communication skills, including the ability to ask probing questions, clarify inconsistencies, and set clear expectations with customers
• Comfortable navigating multiple systems and tools while handling inbound calls and documenting interactions in real time
• Ability to manage time effectively in a high-volume inbound queue environment while meeting productivity and quality expectations
• Willingness to work assigned shifts aligned with inbound business needs

Job Expectations:

• Handle inbound customer calls for Personal Loans and Lending products, serving as the first point of contact for application generation
• Accurately gather and capture customer information required for Personal Loan applications, including personal details, income/employment data, and loan intent, in compliance with established procedures
• Clearly explain the personal loan process, required documentation, and next steps to customers in both Spanish and English as applicable
• Ensure complete and accurate application submission to support downstream underwriting, indexing, and decisioning processes
• Adhere strictly to process controls, compliance guidelines, and quality standards, recognizing the impact of accuracy on customer experience and audit outcomes
• Demonstrate positive call engagement behaviors, including professionalism, empathy, and clear expectation-setting throughout the interaction
• Meet or exceed established productivity, quality, and customer experience metrics for inbound application generation
• Proactively escalate issues, discrepancies, or process gaps when identified, following defined escalation paths
• Participate in required training, coaching sessions, call listening, and refresher activities to maintain Spanish language proficiency and product knowledge
• Contribute to a collaborative team environment by consistently demonstrating accountability, adaptability, and openness to feedback
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work at the location posted

Posting End Date:

18 Sep 2026
*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.