Lead Customer Service Representative / Lending Servicing Operations

Job description

About this role: Wells Fargo is seeking multiple Lead Customer Service Representatives to support Lending Servicing Operations as part of Wholesale Operations . The Lead Customer Service Representative supports Commercial Banking customers through inbound phone, email, and digital service channels. Responsibilities include resolving complex customer inquiries and servicing needs, promoting digital solutions, and delivering exceptional customer experience in compliance with company policies and regulatory requirements. Lending Servicing Operations focuses on loan servicing, data management, account maintenance, customer care, and collections. Learn more about the career areas and business divisions at wellsfargojobs.com.In this role, you will: • Coach, mentor, and onboard staff by sharing knowledge, reinforcing best practices, and supporting skill development • Handle complex customer inquiries, complaints, and escalations, ensuring timely and effective resolution while delivering an exceptional customer experience • Identify, recommend, and implement process, tool, and workflow improvements that enhance service quality, operational efficiency, and customer experience • Lead or support specialized customer programs and initiatives that require cross-functional coordination and operational expertise • Partner with internal teams and stakeholders to resolve customer issues, address process gaps, and support business and service objectives • Perform advanced customer service and account servicing activities while maintaining a strong focus on quality, accuracy, risk management, and customer satisfaction • Promote digital servicing solutions and ensure adherence to regulatory, risk, and information security requirements • Provide day-to-day leadership, guidance, and support to Customer Service Representatives, helping prioritize work and achieve team objectives • Research and resolve customer concerns by identifying root causes and implementing effective solutions • Serve as a Subject Matter Expert (SME) on servicing products, programs, policies, procedures, and systems, providing guidance to staff and business partners Required Qualifications: • 4+ years of experience in Financial Services, Contact Center or Customer Service support, 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 identify trends, evaluate processes, and recommend improvements that enhance operational efficiency, service quality, and customer experience • Ability to interpret and apply policies, procedures, and operational guidelines while providing clear and accurate information to customers and staff • Ability to navigate multiple systems, applications, and search tools simultaneously to efficiently research information and support customer inquiries • Ability to thrive in a fast-paced, high-volume contact center environment while effectively managing competing priorities and workload demands • Commitment to delivering accurate, high-quality work while maintaining a strong focus on customer satisfaction and experience • Demonstrated ability to consistently meet or exceed performance expectations, including productivity, quality, service, and attendance objectives • Demonstrated ability to provide exceptional customer service by actively listening, gathering information, identifying customer needs, and resolving inquiries or concerns • Experience supporting Equipment Finance/Leasing, Lending Services, or other complex servicing environments, including knowledge of servicing programs, policies, procedures, and systems • Proven ability to collaborate effectively with peers, support team success, and provide guidance or coaching when appropriate • Proven ability to research, analyze, and resolve complex customer issues by identifying root causes and implementing effective solutions • Strong analytical, critical thinking, and problem-solving skills with a high degree of accuracy and attention to detail • Strong de-escalation and conflict resolution skills, with the ability to handle challenging customer interactions professionally and empathetically • Strong organizational, prioritization, multitasking, and time management skills in a metric-driven environment • Strong verbal, written, and interpersonal communication skills, with the ability to communicate clearly, professionally, and effectively with customers, staff, and leadership skills • Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint) skills • Experience with commercial lending, equipment finance, leasing, or servicing platforms such as: InfoLease, Internal Servicing Module (ISM), Lease Connect, LoanIQ, or similar financial services systems Job Expectations: • Ability to work additional hours as needed • Adhere to standards outlined with written policy as well as applicable State and Federal regulations • Relocation assistance is not available for this position • This position is not eligible for Visa sponsorship • Willingness to work on-site at stated location on the job opening Posting Location: • 801 Walnut Street, Des Moines, IA 50309 IMPORTANT INFORMATION: • AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS • Once your application is received, Wells Fargo will make initial contact with you via e-mail • Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile • If your contact information has changed, please update prior to applying to this position • Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo. Posting End Date: 5 Sep 2026*Job posting may come down early due to volume of app