Senior Customer Service Representative

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About this role:
Wells Fargo is seeking a Senior Customer Service Representative within the Customer Care Team as part of the Commercial Banking Operations. The Senior Customer Service Representative will be responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations. Learn more about our career areas and lines of business at wellsfargojobs.com .
In this role, you will:

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with internal and external customers

Required Qualification:

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

Desired Qualifications:

• Proficient in Microsoft Office, specifically Excel
• Commercial banking experience
• Excellent verbal, written, and interpersonal communication skills
• Strong time management skills and ability to meet deadlines
• Strong analytical skills with high attention to detail and accuracy

Posting Location:

• 801 Walnut St, Des Moines, IA 50309

Job Expectations:

• Ability to work a hybrid schedule, at least 3 days a week working in office
• Visa sponsorship is not accepted for this position

#CommercialBanking
Posting End Date:
17 Aug 2025
*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.