Branch Operations Manager 8th Ave and Catalina

Wells Fargo Bank•Yuma, AZ

2d•Onsite

About The Position

Wells Fargo is seeking a Branch Operations Associate Manager (LO) for its National Branch Network within the Consumer Banking and Lending division. The role leads and supervises teller-line risk and operations to provide strong customer service and colleague experience while ensuring work is completed accurately, on time, and in compliance with requirements. The manager oversees daily teller-line operations and scheduling, handles operational and customer-support tasks, resolves or escalates customer and employee concerns, and works with branch colleagues and managers. The position coaches and develops a diverse team, helps direct reports meet business objectives, supports hiring and talent development, and manages people and financial resources for branch operations. It also involves direct customer contact, including assessing needs and referring customers interested in dwelling-secured products to a SAFE team member. The role may assist customers without taking applications or offering or negotiating transaction terms. Loan Originator qualification and ongoing regulatory requirements apply.

Requirements

At least 2 years of experience assessing and meeting customer needs or helping resolve issues, or equivalent demonstrated through work experience, training, military experience, or education.
At least 1 year of leadership experience.
Meet Consumer Financial Protection Bureau qualification requirements for Loan Originator positions, including applicable financial responsibility, character, general financial fitness, and criminal background standards.
Meet ongoing regulatory requirements, including additional screening if necessary.
Ability to work a schedule that may include most Saturdays.

Nice To Haves

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

Responsibilities

Lead and supervise teller-function risk and operations, ensuring exceptional customer service and colleague experience and timely, quality, compliant work.
Provide feedback and ideas to improve customer service, colleague experience, and performance-management processes and tools.
Perform operational and customer-support tasks.
Engage customers, provide excellent service, and build relationships.
Manage teller-line schedules and daily operations.
Make decisions and resolve daily teller-line operational issues under the direction of regional banking management.
Apply relevant regulations, policies, procedures, audit requirements, and escalation procedures.
Help customers and employees resolve or escalate concerns and complaints.
Collaborate and consult with branch employees, colleagues, and mid-level managers; interact directly with customers.
Coach, motivate, and develop direct reports to reach their potential and meet business objectives.
Manage allocation of people and financial resources for branch operations.
Mentor direct reports, guide talent development, and assist with hiring.
Assess customer needs and refer customers interested in dwelling-secured products to a SAFE team member, without taking an application or offering or negotiating transaction terms.