About this role:

Wells Fargo is seeking a Lead Customer Service Representative for the Automated Clearing House Operations team.

In Wells Fargo’s Automated Clearing House (ACH) Operations, we succeed through the dedication of our team; providing team members with the tools, the training, and the opportunities to achieve their full potential. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

In this role, you will:

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

Required Qualifications:

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

Desired Qualifications:

Ability to interact with all levels of an organization

Ability to take initiative and work independently with minimal supervision in a structured environment

Ability to coordinate completion of multiple tasks and meet aggressive time frames

Knowledge and understanding of service level agreement process

Strong research and documentation skills

​Job Expectations:

Must be able to attend full duration of required training period

Ability to work additional hours as needed

Must work on-site at the located posted

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.