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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, US:
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
Bilingual speaking and reading proficiency in Spanish/English
Desired Qualifications:
Excellent verbal, written, and interpersonal communication skills
Intermediate Microsoft Office skills
Leadership experience including coaching, training, and mentoring
Knowledge and understanding of financial services industry
Knowledge and understanding of call center operations in the financial services industry
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
Experience resolving and working through escalated and complex customer issues
Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
Experience recognizing service opportunities and providing exceptional customer satisfaction
Effective organizational, multi-tasking, and prioritizing skills
Experience using WF Systems FDR, CSS and CIV
Job Expectations:
Must take and pass required Spanish language assessment
Ability to work nights, weekends, and/or holidays as needed or scheduled.
Work schedule available will be 7:00 am – 4:00 pm (Sunday & Monday off) schedule is subject to change based on business need.
Ability to work on-site at posted location
This position offers a hybrid work schedule
This position is not eligible for Visa Sponsorship
Location:
2150 W. Pinnacle Peak Road, Phoenix, AZ
Wells Fargo Recruitment and Hiring Requirements:
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
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