Lead Customer Service Representative - Specialized Services And Invoicing

Lead Customer Service Representative

Wells Fargo is seeking a Lead Customer Service Representative for the Specialized Services and Invoicing production team. 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:

• Experience leading a fast paced, demanding, and deadline driven production environment
• Leadership skills with the ability to train and lead others
• Knowledge or hands-on experience with equipment/vendor financed products and/or Commercial Banking products
• Experience with – IMS (Invoice Management System), InfoLease or LeaseConnect
• Experience resolving and working through escalated and complex customer issues
• Excellent verbal, written and interpersonal communication skills

Job Expectations:

• Position location: 801 Walnut St, DES MOINES, IA 50309, Hybrid schedule
• Relocation assistance is not available for this position
• This position is not eligible for Visa Sponsorship

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 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.

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

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.

Req Number: R-490549