Senior Customer Service Representative

About this role:
At Wells Fargo, a Senior Customer Service Representative leads the resolution of complex customer inquiries and escalations. You will apply knowledge of procedures, systems, and customer needs to navigate challenging situations, deliver effective outcomes, and ensure a consistent, customer-centric experience. You'll serve as a trusted resource to both customers and team members, providing guidance, coaching, and procedural interpretation to less experienced representatives.
In this role, you will:

• Navigate systems and processes with expertise to deliver seamless, compliant customer interactions
• Respond to and resolve complex inbound customer inquiries and escalations, delivering accurate and timely resolution
• Apply knowledge of systems, procedures, and policies to manage challenging situations and ensure compliant outcomes
• Use advanced problem-solving and judgment to assess issues, conduct research, and determine effective resolutions
• Collaborate with internal teams and cross-functional groups to resolve issues and improve overall service delivery
• Operate independently in a fast-paced, metric-driven environment while balancing productivity, risk awareness, and compliance
• Identify opportunities for improvement, leverage available tools and resources, and consistently deliver high-quality service that strengthens both customer outcomes and team effectiveness
• Support less experienced staff by providing guidance on procedures, complex escalation management, customer issue resolution, and service best practices

Required Qualifications:

• 2+ years of customer service, financial services or contact center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Financial services, banking, or regulated customer service experience
• Contact center customer support experience
• Experience researching and resolving customer or account issues
• Experience working within policies, procedures, risk controls, or regulatory requirements
• Proven ability to resolve complex customer inquiries and escalations through active listening, identifying customer needs, sound judgment, and a customer-focused approach that delivers an exceptional experience
• Critical thinking and problem-solving skills with the ability to research issues, identify root causes, assess risk, make informed decisions, and manage escalations
• Success working in a fast-paced, high-volume environment while maintaining accuracy, attention to detail, quality, and compliance standards
• Experience navigating multiple systems, tools, products, and resources while ensuring adherence to policies, procedures, regulatory requirements, and risk controls
• Knowledge of customer support operations, customer needs, product offerings, risk management practices, and regulatory requirements
• Demonstrated success providing subject matter expertise, sharing best practices, supporting team development, and driving process improvements and operational excellence
• Demonstrated resilience, accountability, and adaptability when managing changing priorities, customer needs, and challenging situations

Job Expectations:

• U.S. only: This role is not eligible for Visa sponsorship
• Ability to work on-site

Location:

• 801 Walnut St DES MOINES, IA 50309

Posting End Date:
16 Nov 2026
*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.
c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.