Lead Customer Service Representative, Wells Fargo

Wells Fargo

Location:
United States, Des Moines

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Lead Customer Service Representative for the Specialized Services and Invoicing production team. Responsible for leading, mentoring, and providing subject matter expertise to Customer Service Representatives while resolving escalated customer concerns and improving processes to ensure customer satisfaction.

Job Responsibility:

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

Requirements:

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
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

What we offer:

relocation assistance is not available
equal opportunity employer

Additional Information:

Job Posted:
October 10, 2025

Expiration:
October 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Lead Customer Service Representative

Wells Fargo

Location:United States, Des Moines

Category:Customer Service

Contract Type:Not provided