Branch Operations Manager Tarzana

Wells Fargo Bank•Los Angeles, CA

1d•Onsite

About The Position

Wells Fargo is seeking a Branch Operations Associate Manager (LO) for our National Branch Network as part of the Consumer Banking and Lending division. In this role, you will lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions. You will provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools. You will perform operational and customer support tasks, provide excellent customer service, engage customers in conversations, and build relationships with them. You will manage the schedule and the daily operations of the teller line, make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management. You will leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures. You will support customers and employees in resolving or escalating concerns or complaints, collaborate and consult with branch employees, colleagues, and mid-level managers, and interact directly with customers. You will coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives. You will manage allocation of people and financial resources for branch operations and mentor and guide talent development of direct reports and assist in hiring talent. This LO position has customer contact and job duties which may include needs assessing and referring those customers interested in a dwelling secured product to a SAFE team member. This position includes assisting customers without taking an application and without offering or negotiating terms of a dwelling secured transaction. Individuals in a LO position also must meet the Loan Originator requirements under Regulation Z (LO) outlined in the job expectations below.

Requirements

2+ years of experience assessing and meeting the needs of customers or helping with issue resolution, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of Leadership experience
Meet the Loan Originator requirements under Regulation Z (LO)
Meet applicable financial responsibility, character, general financial fitness, and criminal background standards
Comply with related Wells Fargo policies

Nice To Haves

Leadership skills including the ability to build, develop, and motivate a diverse work team
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Customer service, operations, or financial services management experience within a high volume, fast-paced and constantly changing environment
Ability to educate and connect customers to technology and share the value of mobile banking options
Ability to interact with integrity and professionalism with customers and employees
Knowledge and understanding of laws and regulations pertaining to the banking industry
Knowledge and understanding of retail compliance controls, risk management, and loss prevention
Ability to work effectively under pressure, meet deadlines, exercise independent judgment, and use critical thinking skills
Relevant military experience including working with military protocol and instructions, enlisted evaluations, officer/leadership reporting
Relevant military experience including working in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting
Cash handling experience

Responsibilities

Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions
Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools
Perform operational and customer support tasks
Provide excellent customer service, engage customers in conversations, and build relationships with them
Manage the schedule and the daily operations of the teller line
Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
Support customers and employees in resolving or escalating concerns or complaints
Collaborate and consult with branch employees, colleagues, and mid-level managers
Interact directly with customers
Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives
Manage allocation of people and financial resources for branch operations
Mentor and guide talent development of direct reports and assist in hiring talent
Assess and meet the needs of customers or help with issue resolution
Build, develop, and motivate a diverse work team
Provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Educate and connect customers to technology and share the value of mobile banking options
Interact with integrity and professionalism with customers and employees
Work effectively under pressure, meet deadlines, exercise independent judgment, and use critical thinking skills
Work with military protocol and instructions, enlisted evaluations, officer/leadership reporting
Work in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human operations or military recruiting
Handle cash