Lead Customer Service Representative

About this role:

Wells Fargo is seeking a Lead Customer Service Representative role supporting Everyday Banking as a part of Global Operations. Learn more about the career areas and business divisions at wellsfargojobs.com..
In this role, you will:

• Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
• Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
• Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
• Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams
• Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration
• Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience

Required Qualifications:

• 6+ years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ months of leadership experience
• Experience supporting Everyday Banking
• Ability to coach, train, and mentor in a flexible work environment
• Ability to mitigate risk and maintain ethical integrity
• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
• Detail oriented with the ability to maintain organization in a fast-paced environment.
• Microsoft Office (MS Word, MS Excel, MS PowerPoint)
• Excellent verbal, written, and interpersonal communication skills
• Good attention to detail and accuracy skills 
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience resolving and working through escalated and complex customer issues
• Strong knowledge and understanding of CIV Customer Information View, Virtual Library, Hogan, CCM Customer Contact Management, CSA Customer Service Application, Softphone, WFO Wells Fargo scheduling system

Job Expectations:

• Be able to work on-site
• Ability to work a schedule

Location:

• 3201 N 4th Ave SIOUX FALLS, SD 57104

Posting End Date: 

10 Aug 2025

*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