Lead Loan Servicing Representative, Auto Operations Specialty STAR Team

About this role:
Wells Fargo is seeking a Lead Loan Servicing Representative to join the Specialty STAR (Settlements, Tax, Attorney Representative) Team within Wells Fargo Auto Operations. The leader in this position will support the manager with a combined oversight of all departmental processes performed by the team. The Lead Loan Servicing Representative monitors workflow, reassigns tasks as needed, assists with escalated issues, and provides training and coaching for current employees and new hires. In the absence of the manager, this Work Director will ensure processes are executed according to policies and procedures.
Learn more about the career areas and lines of business at wellsfargojobs.com.
In this role, you will:

• Support performance and overall effectiveness of the Auto Operations Specialty STAR team, as well as cross-group operations
• Take responsibility for a wide variety of complex tasks and associated risks
• Monitor workflow for the team, including reassigning tasks as needed to ensure service level agreements (SLAs) are met
• Use relevant information and independent judgment to ensure compliance with all federal, state, client, and company policies, procedures, and regulations
• Provide excellent customer service at all points of contact
• Identify opportunities, provide feedback, and present ideas for improving or implementing processes and tools within Loan Servicing areas
• Perform or guide others on complex loan related servicing activities that may require planning, evaluation, and interpretation
• Prioritize work and provide day to day work leadership and mentorship to Specialty STAR team
• Provide guidance and subject matter expertise to immediate Loan Servicing team, business support partners, and functional area on a wide range of Loan Servicing activities
• Assist in the development, review, and revision of department policy and procedures
• Interact and communicate with support partners, various levels of management, staff, and cross-business unit management
• Provide leadership, coaching, and training to the team as needed
• Assist with complex and/or escalated issues and concerns and facilitate resolution

Job posting may come down early due to volume of applicants.
Wells Fargo only considers candidates who are presently authorized to work for any employer in the United States and who do not require work visa sponsorship from Wells Fargo now or in the future in order to retain their authorization to work in the United States.
Required Qualifications:

• 6+ years of Loan Servicing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Knowledge and understanding of Auto Operations policies and procedures
• Leadership, coaching, training, and/or mentoring experience
• Strong analytical skills with high attention to detail and accuracy
• Proven ability to exercise independent judgment to identify and resolve escalated issues and concerns
• Experience managing a team's pipeline of work to ensure SLAs are met
• Ability to work effectively in a team environment
• Experience writing, reviewing, and editing departmental policies and procedures
• Intermediate Microsoft Office skills (Excel, PowerPoint)
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational, multi-tasking, and prioritizing skills, with the ability to adapt to working a variety of different tasks in a production environment
• Ability to communicate effectively with business partners and senior leaders as needed
• Customer service focus with the ability to identify customer needs and recommend solutions
• Effective negotiation skills
• Systems experience to include CARS, iTop, ICMP, Workflow, BIX Reporting System, Vista Plus, or the equivalent
• Experience navigating complex and/or escalated issues and concerns and facilitating resolution
• Bilingual Spanish speaking and reading is a plus

Job Expectations:

• This position is not eligible for Visa sponsorship
• Willingness to work on-site at stated location on the job opening
• Ability to work additional hours as needed
• Ability to occasionally work outside of regular business hours based on business need

Position Location:

• 1100 Corporate Center Drive - Raleigh, North Carolina 27607

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 recruitment process.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.