Team Lead Customer Service- Business Banking Mass

Wells Fargo • Irving, TX

5d • 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 performance of a customer service team, provides day-to-day work leadership and mentorship to Customer Service Representatives, and serves as a subject matter resource. The position handles customer interactions and complex or escalated issues, coordinating with other departments to resolve them and deliver a best-in-class customer experience. It also contributes to improvements to processes, policies, tools, team performance, and customer satisfaction.

This position offers a hybrid work schedule at 401 Las Colinas Blvd W Bldg A in Irving, Texas. Candidates must reside within a reasonable commute of the site; 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. The posting end date is October 28, 2026, though the posting may be removed earlier due to applicant volume.

Employees are accountable for following applicable risk and compliance programs, policies, and procedures, escalating and remediating issues, and making sound risk decisions. Wells Fargo is an equal opportunity employer and provides information on requesting disability accommodations during recruitment.

Requirements

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

Nice To Haves

• Leadership experience 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 Wells Fargo ECMP-Portal (Enterprise Complaints Management Platform Portal).
• 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 in the daily administration of individuals handling customer inquiries and issues to promote efficient performance and overall team effectiveness.
• Provide feedback and present ideas to improve or implement processes and tools affecting the customer service area.
• Perform or guide others through 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 guidance and subject matter expertise to Customer Service Representatives on day-to-day administration.
• Handle customer interactions and coordinate 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 and make sound risk decisions.

What This Job Offers

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