Lead Customer Service Representative Premier - Military Veterans

About this role:

Wells Fargo is seeking a Lead Customer Success Representative for Premier as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com .

In this role, you will:

• Assist internal and external customer with day-to-day calls
• Support and assist in the administration of teams that receive customer inquiries and issues through a variety of channels
• Proactively provide feedback and present ideas for improving or implementing processes and tools within customer success group
• Perform complex verbal or written communications to handle customer interactions and provide a best-in-class customer experience
• Train and coach staff, partner with centralized complaints to resolve escalated issues, ensure proper handoff to complaints team for proper disposition and alignment with enterprise complaints policy
• Provide subject matter expertise and interpretation of procedures, policies, team performance, customer experience and manage risk
• Provide guidance to less experienced staff, assist with team meetings, review daily reports including quality assurance and customer experience
• Interact with internal peers and assist management in day-to-day administration

Required Qualifications:

• 2 + years of assessing and meeting the needs of customers or solving customer problems experience, demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ months of leadership experience
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Basic Microsoft Office Skills
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of consumer & online products, policies, and procedures
• Knowledge and understanding of the retail banking environment and affluent client markets
• Strong knowledge and understanding of CIV Customer Information View, Virtual Library, Hogan, CCM Customer Contact Management, CSA Customer Service Application, Softphone, WFO Wells Fargo scheduling system, Nexidia Call Recording

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Ability to be flexible with schedule for site coverage.
• Coach, support and develop frontline employees in person and virtually
• Assist internal and external customer with Everyday Banking plus and Premier
• Ability to partner virtually with other sites

Available Schedules:

• Monday - Friday
• 9:30am-6:00pm
• Hybrid: 1 week in office/ 1 week remote

Posting Location:

• 3201 N 4th Ave SIOUX FALLS, SD 57104 USA

Posting End Date:

11 Dec 2024
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: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.

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.