Lead Customer Service Representative / Lending Servicing Operations

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: 

*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.