• Job Description

  Req#: R-375820

  About this role:

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

  
  Desired Qualifications:

  • Knowledge of CSBBO, Everyday Banking policies and procedures
  • Ability to coach, train, and mentor in a flexible work environment
  • Ability to mitigate risk and maintain ethical integrity
  • Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
  • Ability to retain and grow high potential talent/teams
  • Expected to maintain composure in a changing environment
  • Ability to build relationships, partner and collaborate with other business and functional areas
  • Detail oriented with the ability to maintain organization in a fast-paced environment.
  • Experience with Workday and Microsoft Office (MS Word, MS Excel, MS PowerPoint)
  • Highly refined and professional verbal and written communication skills

  
  Job Expectations:

  • Ability to work on-site
  • Schedule: T-F 2pm-11pm and Saturday 3pm-12am

  Location:

  4101 Wiseman Blvd San Antonio, TX

  Posting End Date:

  18 Jul 2024

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

  We Value Diversity

  At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

  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 US: 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.

  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.

• About the company

  Wells Fargo & Company is an American multinational financial services company with corporate headquarters in San Francisco.

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