Customer Service Associate Manager, Automated Clearing House Operations

Customer Service Associate Manager

Wells Fargo is seeking a Customer Service Associate Manager.

In Wells Fargo's Automated Clearing House (ACH) Operations, we succeed through the dedication of our team, providing team members with the tools, the training, and the opportunities to achieve their full potential. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

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:

• Ability to effectively listen and elicit information
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Basic Microsoft Office skills
• Excellent verbal, written, and interpersonal communication skills
• Team player and be extremely detailed oriented
• Possess a desire to continually learn and grow with a changing payments environment
• An independent thinker who is proactive in identifying and resolving customer and production issues
• Positive attitude, a strong work ethic, and a team player and have the ability to interact with all levels of staff and management to resolve customer issues
• Customer focused, with a can-do attitude and a desire to provide the highest level of customer satisfaction
• Ability to work in a fast-paced environment with a sense of urgency relating to customer payment issues
• Able to understand complex processing flows, various processing applications including transmissions, and the interactions between them all
• EDI experience is preferred, ie. experience reading different file types (ex - Flat File, XML, 820, etc)
• Experience using TSO/CICS and other mainframe and/or UNIX based applications

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted

We value equal opportunity and are 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.