• Senior Customer Service Representative

    Wells Fargo (Des Moines, IA)


    About this role:

    Wells Fargo is seeking a Senior Customer Service Representative in Customer Care as a part of Commercial Banking Operations Division. Learn more about our career areas and lines of business 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:

    + 4+ years of Customer Service, Financial Services or Contact Center 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

    + Good De-escalation skills

    + Proficient in Microsoft Office Suite

    + Excellent verbal, written and interpersonal skills

    + Ability to meet performance objectives in Quality Assurance

    + Ability to provide leadership by coaching, training and mentorship

    + Sound attention to detail and accuracy skills

    + Effective organizational, multi-tasking, and prioritizing skills

    + Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills

    Posting Location:

    801 Walnut St, Des Moines, Iowa 50309

     

    This position is not Visa eligible

    Posting End Date:

    9 Jun 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 (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

     

    Drug and Alcohol Policy

     

    Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.

    **Req Number:** R-455564