Wells Fargo
Lead Customer Service Representative / Lending Servicing Operations
DES MOINES, IA · Mid
H1B sponsorship availableDetected 8 hours ago
ComplianceExcelCustomer SupportResearchLeadershipCommunicationProblem SolvingCritical ThinkingTime ManagementMentoringMicrosoft Office
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odds of building a lasting career here
42Risky
Cap-exempt (no lottery)0
Sponsors this role100
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- 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.
Responsibilities
- 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
- Provide day-to-day leadership, guidance, and support to Customer Service Representatives, helping prioritize work and achieve team objectives
- Serve as a Subject Matter Expert (SME) on servicing products, programs, policies, procedures, and systems, providing guidance to staff and business partners
Requirements
- Ability to identify trends, evaluate processes, and recommend improvements that enhance operational efficiency, service quality, and customer experience
- Ability to thrive in a fast-paced, high-volume contact center environment while effectively managing competing priorities and workload demands
- 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 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
- 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
- Ability to work additional hours as needed
- 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
- Commitment to delivering accurate, high-quality work while maintaining a strong focus on customer satisfaction and experience
- Proven ability to collaborate effectively with peers, support team success, and provide guidance or coaching when appropriate
- 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
Skills
- Coach, mentor, and onboard staff by sharing knowledge, reinforcing best practices, and supporting skill development
Company info
- The Lead Customer Service Representative supports Commercial Banking customers through inbound phone, email, and digital service channels.
- include resolving complex customer inquiries and servicing needs, promoting digital solutions, and delivering exceptional customer experience in compliance with company policies and regulatory requirements.
- Wells Fargo is seeking multiple Lead Customer Service Representatives to support Lending Servicing Operations as part of Wholesale Operations.
Visa & Work Authorization
- This position is not eligible for Visa sponsorship
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This listing is sourced directly from Wells Fargo's careers page and normalized into a canonical job model.