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Customer Service Manager - Global Payments & Liquidity
Lead customer support for global payments and liquidity services
Manila
Senior
yesterday
Wells Fargo
A multinational financial services company offering banking, investment, mortgage, and consumer and commercial finance products and services.
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Customer Service Manager
Wells Fargo is seeking a Customer Service Manager. This role is responsible for responding to inquiries and issues from customers on a variety of complex financial products, services and/or select customer segments through a variety of channels. Answers inquiries, resolves problems, and provides a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
In this role, you will:
- Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
- Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
- Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
- Interpret and develop standards and goals for customer service
- Collaborate and consult with more experienced management, 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:
- 4+ 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
- 2+ years of leadership experience
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.
About Wells Fargo
A multinational financial services company offering banking, investment, mortgage, and consumer and commercial finance products and services.