Branch Operations Manager Asheville Hwy

Wells Fargo•Spartanburg, SC

3d•Onsite

About The Position

Wells Fargo is seeking a Branch Operations Associate Manager (LO) for its National Branch Network in the Consumer Banking and Lending division. The role leads and supervises teller operations and risk controls to deliver strong customer service and colleague experience while ensuring timely, high-quality, compliant work. It also involves customer support, managing the teller-line schedule and daily operations, resolving operational issues, and escalating customer or employee concerns when appropriate. The manager coaches and develops direct reports, helps hire talent, manages people and financial-resource allocation for branch operations, and collaborates with branch employees and managers. The position includes customer contact and may involve assessing needs and referring customers interested in dwelling-secured products to a SAFE team member. The role does not include taking applications or offering or negotiating terms for dwelling-secured transactions. 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, education, or a combination.
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 and any necessary additional screening.
Ability to work a schedule that may include most Saturdays.

Nice To Haves

Leadership skills, including the ability to build, develop, and motivate a diverse team.
Ability to provide strong customer service by listening, eliciting information efficiently, understanding complex issues, and resolving them.
Customer service, operations, or financial-services management experience in a high-volume, fast-paced, constantly changing environment.
Ability to educate customers about technology and communicate the value of mobile banking options.
Ability to interact with customers and employees with integrity and professionalism.
Knowledge of laws and regulations pertaining to the banking industry.
Knowledge 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 involving military protocol and instructions, enlisted evaluations, officer or leadership reporting, personnel benefits management, personnel orders or transitions, wartime readiness operations, human resources, or military recruiting.
Cash-handling experience.

Responsibilities

Lead and supervise teller-function risk and operations to ensure excellent customer service and colleague experience, and timely, quality, compliant completion of teller functions.
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 the teller-line schedule 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 a diverse team of direct reports to help them reach their potential and meet business objectives.
Manage allocation of people and financial resources for branch operations.
Mentor direct reports, guide their talent development, and assist with hiring.
Assess needs of customers interested in dwelling-secured products and refer them to a SAFE team member, without taking an application or offering or negotiating transaction terms.