Customer Service Director jobs at Wells Fargo in United States, Phoenix

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Exposure to Wells Fargo CSS (Customer Service System)
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Basic Microsoft Office Skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Must take and pass required Spanish language assessment
• Candidate must reside within a reasonable commute to the address listed in the posting
• Must be able to attend full duration of required training period
• Relocation assistance is not available for this position
• This position offers a hybrid work schedule
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• This position is not eligible for Visa sponsorship

Available shifts:Variety of shifts

Training and Schedule:

• Training start date: 11/3/2025 (in office) Monday - Friday. Training hours are to be determined. You are required to attend the full duration of the paid training.
• Hours of operation: 24 hours a day/7 days a week. Your regular work schedule will be based on availability, business needs, and may include working at least one weekend day and some holidays. Opening/Closing schedules are subject to adjust with Daylight Savings Time.
• Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.
• Position may be eligible for a 5% language differential under the terms of the language differential policy.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Manage and develop multiple teams and functions, including managers and professionals, with focus on delivering end to end customer service for cross functional stakeholders and business partners

• Identify opportunities and strategies for increasing customer service and satisfaction, profitability and efficiency of operations

• Lead customer service team by making strategic decisions to resolve highly escalated customer issues to meet higher risk deliverables

• Interpret and develop range of strategic direction, policies, and guidelines for customer service

• Collaborate with and influence more experienced management, key stakeholders, internal partners, managers, and all levels of professionals

• Manage allocation of people and financial resources for customer service

• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ 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

• 4+ years of management or leadership experience

Desired Qualifications:

• 5+years of successful management experience in customer service centers/contact centers

• 3+ years leading large scale frontline and back-office support.

• Disciplined operational thinker who can manage in a complex risk environment.

• Strong critical thinking skills, with demonstrated ability as a strategic thinker to improve/design business processes.

• Demonstrated experience with Issues Management and Resolution

• Experience building new capabilities and innovating impactful changes for customers.

• Proven and demonstrated leadership skills including relationship building, partnering, and collaborating with clear ability to influence, gain buy-in and negotiate with a diverse group of businesspartners/stakeholdersincluding senior management.

• Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight.

• Proven success recruiting, inspiring, developing, coaching, and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management.

• Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization.

• Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including executive management.

• Proven ability to communicate well verbally and in writing with internal and external stakeholders of different levels, including experience presenting to senior executives with the ability to simplify complex information in a clear manner.

Job Expectations:

• Ability to travel up to 20% of the time

Charlotte, NC, Irving , TX, Phoenix, AZ, San Antonio, TX

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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
• Bilingual speaking and listening proficiency in Spanish/English

Desired Qualifications:

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to execute in a fast paced, high demand, metric driven call center environment.
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge, understanding and experience of internet, mobile, and social media technology.

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
• This position is not eligible for Visa sponsorship
• Must complete and pass required language assessment

Training Schedule:

• Classroom training will be for 8 weeks. Classroom training hours are 8:30 am – 5:00 pm, Monday-Friday. Initial schedule after training will be given prior to start date.
• We're open 24 hours, 7 days a week.
• Your regular work schedule will be based on business need and will include working a weekend day and some holidays.

Job Location:

• 2150 W Pinnacle Peak Road, Phoenix, AZ 85027

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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

Desired Qualifications:

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to execute in a fast paced, high demand, metric driven call center environment.
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge, understanding and experience of internet, mobile, and social media technology.

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
• This position is not eligible for Visa sponsorship

Training Schedule:

• Training class will be for 8 weeks, Monday-Friday. Work schedule after training will be provided prior to start date.
• We're open 24 hours, 7 days a week.
• Your regular work schedule will be based on business need and will include working a weekend day and some holidays.

Job Location:

• 2150 W Pinnacle Peak Road, Phoenix, AZ 85027

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Knowledge and understanding of credit card products, policies, and procedures; within a call center environment
• Exposure to Wells Fargo CSS (Customer Service System)
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members, and management
• Ability to influence, educate, and connect customers to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Basic Microsoft Office Skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Must take and pass required Spanish language assessment
• Candidate must reside within a reasonable commute to the address listed in the posting
• Must be able to attend full duration of required training period
• Relocation assistance is not available for this position
• This position offers a hybrid work schedule
• Ability to work nights, weekends, and/or holidays as needed or scheduled
• This position is not eligible for Visa sponsorship

Available shifts:Variety of shifts

Training and Schedule:

• Training start date: 9/15/2025 (in office) Monday - Friday. Training hours are to be determined. You are required to attend the full duration of the paid training.
• Hours of operation: 24 hours a day/7 days a week. Your regular work schedule will be based on availability, business needs, and may include working at least one weekend day and some holidays. Opening/Closing schedules are subject to adjust with Daylight Savings Time.
• Schedule may be eligible for a shift differential of 15% under the terms of the shift differential policy.
• Position may be eligible for a 5% language differential under the terms of the language differential policy.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role you will:

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Escalate questions and issues to more senior employees

Required Qualifications:

• 6+ months 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
• Bilingual speaking and reading proficiency in Spanish/English

Desired Qualifications:

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
• Ability to execute in a fast paced, high demand, metric driven call center environment
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information
• Knowledge, understandingand experience of internet, mobile, and social media technology

Job Expectations:

• Must be able to attend full duration of required training period​
• This position is not eligible for Visa sponsorship​
• Ability to work additional hours as needed ​
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Must work on-site at the location posted ​
• Must complete and pass required language assessment

Training Schedule:

• You will receive in-depth classroom training, continued on-the-job training, and coaching to learn about Wells Fargo banking products, procedures, and services.
• Training class starts on 9/15 OR 9/29 for 7 weeks. Training hours are 8:30 a.m. – 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 7 weeks of training.
• We're open 24 hours a day. Your regular work schedule will be based on business need and may include working at least one weekend day and some holidays.

Compensation:

• Starting rate $20.00 per hour

Posting Location(s):

• 2202 W. Rose Garden Ln. FL2 Phoenix AZ 85027

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
• Regularly receive direction from supervisor and escalate questions and issues to more senior employees
• Interact with team on basic information, plus internal or external customers

Required Qualifications:

• 6+ months 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

Desired Qualifications:

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues.
• Ability to execute in a fast paced, high demand, metric driven call center environment.
• Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy.
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers.
• Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information.
• Knowledge, understanding and experience of internet, mobile, and social media technology.

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
• This position is not eligible for Visa sponsorship

Training Schedule:

• Training class will be for 8 weeks, Monday-Friday. Work schedule after training will be provided prior to start date.
• We're open 24 hours, 7 days a week.
• Your regular work schedule will be based on business need and will include working a weekend day and some holidays.

Job Location:

• 2150 W Pinnacle Peak Road, Phoenix, AZ 85027

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.