Wells Fargo Lead Customer Service Representative 

United States, South Dakota, Sioux Falls 

30261448

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

• 3201 N 4th AveSIOUX FALLS, SD 57104

13 Mar 2025

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.