Lead Customer Service Representative / Lending Servicing Operations

About this role: Wells Fargo is seeking multiple Lead Customer Service Representatives to support Lending Servicing Operations as part of Wholesale Operations . The Lead Customer Service Representative supports Commercial Banking customers through inbound phone, email, and digital service channels. Responsibilities include resolving complex customer inquiries and servicing needs, promoting digital solutions, and delivering exceptional customer experience in compliance with company policies and regulatory requirements. 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 . In this role, you will: Coach, mentor, and onboard staff by sharing knowledge, reinforcing best practices, and supporting skill development Handle complex customer inquiries, complaints, and escalations, ensuring timely and effective resolution while delivering an exceptional customer experience 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 Promote digital servicing solutions and ensure adherence to regulatory, risk, and information security requirements Provide day-to-day leadership, guidance, and support to Customer Service Representatives, helping prioritize work and achieve team objectives Research and resolve customer concerns by identifying root causes and implementing effective solutions Serve as a Subject Matter Expert (SME) on servicing products, programs, policies, procedures, and systems, providing guidance to staff and business partners Required Qualifications: 4+ years of experience in Financial Services, Contact Center or Customer Service support, 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: 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,