Senior Customer Service Representative | Military Boots to Banking - Veteran Initiative

Senior Customer Service Representative

Wells Fargo is seeking a Senior Customer Service Representative to support Lending Servicing Operations as part of Wholesale Operations. The Senior Customer Service Representative supports Commercial Banking customers through inbound phone, outbound email, and digital service channels.

Lending Servicing Operations focuses on loan servicing, data management, account maintenance, customer care, and collections.

In this role, you will:

• Handle moderately complex customer inquiries and complaints, ensuring timely and effective resolution, while escalating non-routine or complex issues as appropriate and delivering exceptional customer experience
• Perform customer service and account servicing activities while maintaining a strong focus on quality, accuracy, risk management, and customer satisfaction
• Promote digital servicing solutions and ensure adherence to regulatory, risk, and information security requirements
• Research and resolve customer concerns by identifying root causes and implementing effective solutions
• Identify, recommend, and implement process, tool, and workflow improvements that enhance service quality, operational efficiency, and customer experience
• Partner with internal teams and stakeholders to resolve customer issues, address process gaps, and support business and service objectives
• Support less experienced staff by sharing knowledge, reinforcing best practices, and supporting skill development
• Support specialized customer programs and initiatives that require cross-functional coordination and operational expertise

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired

Qualifications:

• Military experience researching and assessing questions, process, and procedures to make recommendations on solutions
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Military experience with tracking information in multiple computer systems with high level of accuracy
• United States Military Service in the National Guard, Reserves, U.S. Air Force, U.S. Army, U.S. Marine Corps, U.S. Navy, and/or U.S. Space Force
• Ability to identify trends, evaluate processes, and recommend improvements that enhance operational efficiency, service quality, and customer experience
• 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
• Ability to thrive in a fast-paced, high-volume contact center environment while effectively managing competing priorities and workload demands
• Commitment to delivering accurate, high-quality work while maintaining a strong focus on customer satisfaction and experience
• 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 collaborate effectively with peers, support team success, and provide guidance or coaching when appropriate
• 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
• 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,…