Customer Service Associate Manager

About Wd1

Wells Fargo is seeking a Customer Service Associate Manager role supporting Everyday Banking as a part of Global Operations. Learn more about the career areas and business divisions at wellsfargojobs.com.

Job Summary

In this role, you will supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service.

Key Responsibilities

• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service.
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management.
• Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction.
• Interact directly with external customers.
• Manage allocation of people and financial resources for customer service.
• Mentor and guide talent development of direct reports and assist in hiring talent.

Required Qualifications

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 1+ years of leadership experience.

Desired Qualifications

• Everyday Banking experience.
• Experience coaching team members and providing feedback.
• Time management skills.
• Prior experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service.
• Knowledge and understanding of call center operations in the financial services industry.
• Ability to lead during times of ambiguity and change.
• Ability to recruit, retain, and grow high potential talent/teams.
• Ability to develop partnerships and collaborate with other business and functional areas.
• Experience with systems such as CIV, Workday, HR tools, SAMP tickets, Jabber, Hogan.

Job Expectations

Must be willing to work the following schedule: 10:00 AM – 7 PM Sunday and Tuesday off. Must be able to work on site.

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.