Team Lead Customer Service- Business Banking Mass

Wells Fargo Bank • Irving, TX

4d • Hybrid

About The Position

Wells Fargo is seeking a Lead Customer Service Representative to join Business Banking Operations (Mass). The role supports the daily administration and effectiveness of a customer service team handling customer inquiries and issues. It provides day-to-day work leadership, mentorship, and subject matter guidance to Customer Service Representatives, while also handling complex or escalated customer concerns and coordinating with other departments to resolve them. The position contributes to improvements in processes, policies, team performance, and customer satisfaction.

The position follows a hybrid work schedule at 401 Las Colinas Blvd W, Building A, Irving, Texas. Candidates must live within a reasonable commute of this location; relocation assistance is not available. The work schedule is Sunday through Thursday, either 11:30 a.m.–8:00 p.m. or 12:30 p.m.–9:00 p.m. CST. The position is not eligible for visa sponsorship.

Requirements

• At least 4 years of experience in financial services, a contact center, or customer service support, assessing and meeting customer needs, solving customer problems, or equivalent experience demonstrated through work, training, military experience, or education.

Nice To Haves

• Leadership experience, including coaching, training, and mentoring a diverse team.
• Experience resolving complex or escalated customer issues and transactions through research, problem-solving, and exceptional service.
• Experience delivering results in a fast-paced, deadline-driven environment.
• Strong verbal, written, and interpersonal communication skills.
• Experience with bank systems including CLAIMS, DAT (Disputes Automated Tracking), eTran, Hogan, Store Vision Platform (SVP), Operation Image Browser (OIB), Customer Contact Management (CCM), Customer Information View (CIV), DIPR, MARS, and Wisdom.
• Exposure to the Wells Fargo ECMP-Portal (Enterprise Complaints Management Platform Portal) application.
• Strong knowledge and understanding of Virtual Library.
• Ability to build strong relationships through collaboration, influence, and negotiation in a dynamic, change-driven environment.
• Microsoft Office skills, including Word, Excel, Outlook, and PowerPoint.

Responsibilities

• Support management with the daily administration of individuals handling customer inquiries and issues to promote efficient performance and overall customer service team effectiveness.
• Provide feedback and present ideas to improve or implement processes and tools affecting the customer service area.
• Perform or guide others in resolving complex, escalated customer issues or concerns requiring planning, evaluation, and interpretation.
• Prioritize work and provide day-to-day work leadership and mentorship to Customer Service Representatives.
• Lead or contribute to improvements in processes, policies, team performance, and customer satisfaction that require coordination among customer service teams.
• Provide Customer Service Representatives with guidance and subject matter expertise on day-to-day administration.
• Handle customer interactions and work with other departments to resolve escalated issues and provide a best-in-class customer experience.
• Follow applicable risk and compliance programs, policies, and procedures; escalate and remediate issues in a timely and effective manner and make sound risk decisions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed