Wells Fargo · 5 hours ago
Lead Customer Service Representative - Brokerage Services Team Lead
SALT LAKE CITY, UT
Full-time
Hybrid
Senior Level
6+ years expWells Fargo is seeking a Lead Customer Service Representative (Team Lead) for the Investment Contact Center Brokerage Services team in Salt Lake City, Utah. The role involves supporting management in the daily administration of customer service representatives and leading efforts to improve processes and customer satisfaction.
BankingFinancial ServicesFinTechInsurancePayments
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
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
Company
Wells Fargo
Wells Fargo & Company is a financial services firm that provides banking, insurance, investments, and mortgage services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-10-06IPO
Leadership Team
Charlie Scharf
CEO
Fernando Rivas
CEO of Corporate & Investment Banking
Recent News
2026-01-24
2026-01-23
Company data provided by crunchbase