Senior Customer Service Representative

About this role:

Wells Fargo is seeking a Senior Customer Service Representative in our Commercial Banking Operations Division. Learn more about the career areas and business divisions at wellsfargojobs.com

In this role, you will:

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Assist with various application testing for enhancements & regression testing
• Interact with internal and external customers

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Previous Customer Service experience in Equipment Finance/Leasing 
• Strong de-escalation skills 
• Proven ability to coach, guide, and influence team members through real-time feedback and performance coaching 
• Skilled in researching and resolving complex customer concerns, identifying root causes, and implementing effective solutions 
• Ability to evaluate procedures and recommend improvements to enhance efficiency, customer experience, and team performance 
• Deep understanding of policies, procedures, and systems, with the ability to clearly communicate guidance 
• Strong verbal, written, and interpersonal communication skills 
• Ability to consistently meet productivity, quality, and QA performance objectives 
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) 
• Strong attention to detail, organization, prioritization, and multi-tasking skills

Posting Location:

• 801 Walnut St, Des Moines, IA 50309
• This position is not Visa eligible
• Position is not eligible for relocation

Posting End Date: 

*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.