Lead Customer Service Representative - Credit Cards
Lead Customer Service Representative - Credit Cards
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Salary Not Disclosed
1 Vacancy
Job Description
About this role:
Wells Fargo is seeking Lead Customer Service Representative to join Credit Cards inCards & Merchant Services as part ofCredit more about the career areas and business divisions at .
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:
- 6 months of leadership experience including coaching training and mentoring
- Experience with Customer Information View (CIV) application
- Exposure to Wells Fargo CSS (Customer Service System)
- Knowledge and understanding of credit card products policies and procedures; within a call center environment
- Ability to navigate multiple computer system windows applications and utilize search tools to find information
- Experience with FDR and related Credit Card data and processes
- Ability to be flexible and adjust plans quickly to meet changing business needs
- Basic Microsoft Office skills
- Experience delivering results in a fast-paced deadline driven environment
Job Expectations:
- Ability to provide and work from a home office
- Willingness to work on-site at stated location on the job opening
- Ability to work nights weekends and/or holidays as needed or scheduled
- This position is not eligible for Visa sponsorship
Work location:
- 7711 Plantation Rd Roanoke VA 24019
Work schedule:
- Work schedules: 7:00am - 4:00pm Tuesday-Saturday off Sunday/Monday; 7:00am - 4:00pm Sunday-Thursday off Friday/Saturday
Start date:
- September 22 2025
Hybrid Schedule:
- This position offers a hybrid schedule.
Posting End Date:
28 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 units 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 visitDisability 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
