Lead Customer Service Representative

About this role:

Wells Fargo is seeking a Lead Customer Service Representative as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Support and assist in the administration of teams that receive customer inquiries and issues through a variety of channels

• Proactively provide feedback and present ideas for improving or implementing processes and tools within customer success group

• Perform complex verbal or written communication skills to handle customer interactions and provide a best in class customer experience

• Train and coach staff, partner with centralized complaints function to resolve escalated issues, ensure proper hand offs to complaints function for proper disposition and alignment with enterprise complaints policy

• Provide subject matter expertise and interpretation of procedures to actively provide feedback and recommendations to improve processes, policies, team performance, customer experience and manage risk

• Provide guidance to less experienced staff, assist with team meetings, review daily reports including quality assurance and customer experience

• Interact with internal peers and assist management in day to day administration

Required Qualifications:

• 6+ years of assessing and meeting the needs of customers or solving customer problems experience, 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

Available Schedules:

• 9:00a-5:30p Sunday/ Thursday Off

Posting Location:

• 3201 N 4th Ave SIOUX FALLS, SD 57104

Posting End Date: 

29 Jan 2025

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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.

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