Wells Fargo Customer Service Associate Manager 

United States, Texas 

125665899

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
• Must be able to pass the Spanish Speaking Proficiency Exam administered by a third-party vendor and able to service customers in both English and Spanish. Eligible for a 5% language differential.

Desired Qualifications:

• Prior experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service, National Small Business Banking Center (NBBC)
• Knowledge and understanding of call center operations in the financial services industry
• Ability to lead during times of ambiguity and change
• Ability to recruit, retain, and grow high potential talent/teams
• Adaptable and flexible coaching style which considers the needs of learning styles of a diverse team
• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
• Experience recognizing service opportunities and providing exceptional customer satisfaction
• Ability to lead during times of ambiguity and change
• Ability to develop partnerships and collaborate with other business and functional areas
• Ability to leverage diversity and develop next level of team
• Ability to recruit, retain, and grow high potential talent/teams
• Highly refined and professional verbal and written communications

Job Expectations:

• Must take and pass required Spanish language assessment

Available Schedule:

• M- F 6am to 3pm with Saturday and Sunday but will have a weekend rotation as needed. Typically, 1 weekend every 4 to 5 weeks

Primary Posting Location:

• 1301 Solana Blvd Bldg. 1 Ste 11, Westlake TX

22 Aug 2024

Wells Fargo Recruitment and Hiring Requirements:

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