Lead Customer Service Representative - EDC

This position operates in a fast-paced operations environment with strict deadlines and leading high performing teams, requires strong attention to detail, sound decision-making skills, and the ability to manage multiple priorities while maintaining high levels of accuracy and service.
 

About this role:

Wells Fargo is seeking a Lead Customer Service Representative in Electronic Deposit Capture.  Learn more about career areas and business divisions at www.wellsfargojobs.com.

In this role, you will:

• This position is responsible for the daily processing of electronically deposited checks for business customers. The role involves reviewing electronic deposits and monitoring for various exceptions, including image quality issues, duplicate items, and other operational discrepancies. The individual will communicate directly with business partners, operational support teams and various levels of management regarding denied deposits and provide operational and customer support as needed to ensure timely resolution of issues.
• 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 a high performing team, 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:

• 4+ years of experience in Check Processing Operations, Financial Services, 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

Required Qualifications for Europe, Middle East & Africa only:

• Experience in Check Processing Operations, Financial Services, or Customer Service support, or equivalent demonstrated through one or a combination of the following: work experience, training, education

Desired Qualifications:

• Experience in deposit operations, item processing, remote deposit capture, or electronic check processing.
• Knowledge of electronic deposit exceptions, including image quality reviews, duplicate detection, and deposit validation processes.
• Strong attention to detail with the ability to accurately identify and resolve processing discrepancies.
• Excellent organizational, prioritization, and time management skills.
• Ability to lead a high performing team, effectively work in a fast-paced, high-volume environment while meeting strict deadlines.
• Strong analytical and problem-solving skills.
• Proven ability to make sound decisions using established policies and procedures.
• Excellent verbal and written communication skills, including customer correspondence and support.
• Customer service experience with the ability to professionally handle inquiries and explain deposit decisions.
• Proficiency in Microsoft Office applications (Outlook, Excel, Word, and Teams).
• Ability to navigate multiple systems and applications simultaneously.
• Experience working in banking, treasury management, operations, or financial services is preferred.
• Ability to adapt to changing priorities and business needs while maintaining productivity and accuracy.
• Demonstrated commitment to quality, risk management, and regulatory compliance.

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Job Expectations:

• Process electronically deposited checks for business customers on a daily basis.
• Review deposit images and identify exceptions related to image quality, duplicate items, and other deposit-related issues.
• Investigate and resolve operational exceptions in accordance with established procedures.
• Communicate with line of business partners, support teams and various levels of management regarding deposit denials and provide guidance on corrective actions.
• Deliver operational and customer support to address inquiries and resolve issues in a timely manner.
• Meet productivity, quality, and service level expectations in a high-volume, deadline-driven environment.

Schedule: Mon - Fri 7:30AM - 4:00PM PST. This is a hybrid schedule with one week required in-office and one week remote.

Location: 1305 W 23rd St. Tempe, AZ 85282

Posting End Date: 

*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.