Associate Customer Service Representative - Spanish Bilingual (Personal Loan)

About this role:

Wells Fargo is seeking a Spanish Bilingual Associate Customer Service Representative for our Personal Loan 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 seek 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
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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+ years 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:

• 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.

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:

1. Third-Party recordings are prohibited unless authorized by Wells Fargo.
2. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.