Customer Service Associate Manager

Customer Service Associate Manager

Wells Fargo is seeking a Customer Service Associate Manager in Consumer & Small Business Banking Operations (CSBBO) Customer Service Everyday Banking Team. Learn more about our career areas and lines of business at wellsfargojobs.com.

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

Desired Qualifications:

• Knowledge of CSBBO, Everyday Banking policies and procedures
• Ability to coach, train, and mentor in a flexible work environment
• Ability to mitigate risk and maintain ethical integrity
• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
• Ability to retain and grow high potential talent/teams
• Expected to maintain composure in a changing environment
• Ability to build relationships, partner and collaborate with other business and functional areas
• Detail oriented with the ability to maintain organization in a fast-paced environment
• Experience with Workday and Microsoft Office (MS Word, MS Excel, MS PowerPoint)
• Highly refined and professional verbal and written communication skills

Job Expectations:

• Ability to work on-site at work location
• Schedule: Schedule will fall within the hours of 6:00am and 10:00pm, Monday through Friday, with rotating weekends. We have two positions open. One schedule is 1:00pm-10:00pm. The second schedule is to be determined.

Location: 1525 W WT Harris Blvd Charlotte, NC

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 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.

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

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

Wells Fargo Recruitment and Hiring Requirements:

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.