About this role:

Wells Fargo is seeking a Customer Service Manager to lead Consumer & Small Business Banking Operations (CSBBO) Small Business Banking Team.  Learn more about our career areas and lines of business at wellsfargojobs.com/career-areas

In this role, you will:

Manage and develop a group of teams (approximately seven to eight teams) comprised with 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

Participate and engage in risk management activities (i.e. issues, audits, quality monitoring, etc.), and procedure/communication reviews/certifications as a Process Owner and provide unparallel leadership support and expertise

Act as a subject matter expert to support risks and control self-assessment (RCSA) activities

Partner with business controls, quality assurance monitoring, Legal/Risk/Compliance, offshore, workforce management, change management, issue management, etc., for successful management of tasks at hand

Be a leader and advocate for growing capabilities in AI, Ulinks, Automation tools and other opportunities to drive improved client and agent experience

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

Desired Qualifications:

Experience managing in a contact center environment

Experience managing teams of 50+

Knowledge of Small Business Banking processes and procedures

Experience recognizing service opportunities and providing exceptional customer satisfaction

Experience resolving and working through escalated and complex customer issues

Ability to inspire and engage the broader team, leading with ethics and integrity in all we do

Ability to coach and 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:

Ability to work on-site at work location

Location:

1525 W W T Harris Blvd CHARLOTTE, NC 28262

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

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