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 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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.