Lead Customer Service Representative - Brokerage Services Team Lead

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Lead Customer Service Representative (Team Lead) for the Investment Contact Center Brokerage Services team in Salt Lake City, Utah.

Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team
• Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact
• Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation
• Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives
• Lead or contribute to improve 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 managing the day to day administration
• Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best in class customer experience

Required Qualifications:

• 6+ years of experience in Financial Services, Contact Center or Customer Service, 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:

• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• 1+ year of leadership experience including coaching, training, and mentoring
• Ability to resolve and work through escalated and complex customer issues
• Strong time management skills and ability to meet deadlines
• Process design or improvement experience.
• Brokerage contact center experience.
• Ability to process complex transactions and perform extensive research to resolve complex customer issues.
• Ability to evaluate risks and the impact of decisions on an overall organizations.
• Knowledge and understanding of brokerage industry: products, services, operational policies, and procedures.
• Ability to provide leadership to a virtual or remote team

Job Expectations:

• Ability to work a hybrid schedule, three (3) days in office and two (2) days remote, work hours could be between 7AM and 7PM.
• This position is not eligible for Visa sponsorship

Posting Location:

• 5201 Amelia Earhart Dr, Salt Lake City, Utah 84116

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.