Lead Customer Service Representative, Automated Clearing House (ACH)

About the role

About this role: Wells Fargo is seeking a Lead Customer Service Representative. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow. In Wells Fargo's Automated Clearing House (ACH) Operations, we succeed through the dedication of our team, providing team members with the tools, the training, and the opportunities to achieve their full potential. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization. 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: University degree in Business, Commerce, or any other discipline People management professional experience Excellent verbal, written, and interpersonal communication Ability to research problems, analyze data, escalate, or recommend potential solutions Ability to coordinate completion of multiple tasks and meet established service level agreements Good PC skills with the aptitude to learn new systems quickly Intermediate Microsoft Office (Word, Excel, and Outlook) skills Ability to provide strong customer service while actively listening and responding in an appropriate manner Strong data entry and attention to detail skills Ability to interact with all levels of an organization solid problem-solving skills Ability to perform repetitious tasks Job Expectations: Amenable to work full-time onsite, Monday - Friday Amenable to work on shifting schedule, mid and night shift, local holiday Amenable to work in Five/NEO, BGC, Taguig City Posting End Date: 29 Apr 2025 *Job posting may come down early due to volume of applicants. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. 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 US: 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. 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 rec

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