Customer Service Associate Manager - Bilingual

Bilingual Customer Service Associate Manager

Wells Fargo is seeking a Bilingual Customer Service Associate Manager in Credit Card Services as part of Credit Merchant Services.

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
• 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, leveraging interpretation of policies and procedures
• 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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Experience with CSS, CIV, Consumer Lending Portal and SoftPhone
• Effective organizational, multi-tasking, and prioritizing skills
• Leadership experience including coaching, training, and mentoring a diverse staff
• Excellent verbal, written, and interpersonal communication skills
• Experience resolving and working through escalated and complex customer issues
• Intermediate Microsoft Office skills
• Knowledge and understanding of financial services industry
• Knowledge and understanding of call center operations in the financial services industry
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
• Experience recognizing service opportunities and providing exceptional customer satisfaction

Job Expectations:

• Work schedule available is 9:00 am - 6:00pm (Sunday & Mondays off) schedule is subject to change based on business need.
• Ability to work nights, weekends, and/or holidays as needed or scheduled.
• Ability to work on-site at posted location
• This position offers a hybrid work schedule
• This position is not eligible for Visa Sponsorship
• Must take and pass required language assessment

Location: 2150 W. Pinnacle Peak Road, Phoenix, AZ

Required location for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

Posting End Date: 13 Oct 2025

Job posting may come down early due to volume of applicants.

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.