What are the responsibilities and job description for the Lead Customer Service Representative position at B10 Wells Fargo Bank, N. A.?
About this role: Wells Fargo is seeking a Lead Customer Service Representative as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com. 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 Posting Location: 3201 N 4th Ave SIOUX FALLS, SD 57104 Posting End Date: 29 Jan 2025 *Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. 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 US: 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. 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.
