Branch Operations Associate Manager

Wells Fargo & Company•Midlothian, VA

1d•$23 - $34

About The Position

The Branch Operations Associate Manager leads and supervises teller-function risk and operations to support excellent customer service and colleague experience while ensuring timely, high-quality, compliant work. The role manages teller-line scheduling and daily operations, performs operational and customer-support tasks, interacts directly with customers, and helps resolve or escalate customer and employee concerns. The position makes daily teller-line decisions under the direction of regional banking management and applies relevant regulations, policies, procedures, audit processes, and escalation procedures. The role provides feedback and ideas to improve customer and colleague experience, coaches and develops direct reports, mentors talent, supports hiring, and manages the allocation of people and financial resources for branch operations. It may include assessing customer needs and referring customers interested in a dwelling-secured product to a SAFE team member, but the role does not take applications or offer or negotiate transaction terms. Loan Originator duties are subject to Consumer Financial Protection Bureau qualification requirements and Wells Fargo policies, including financial responsibility, character, financial fitness, and background standards, as well as ongoing regulatory screening requirements. The position may require weekend and holiday work as needed or scheduled. The posted base pay range is $23.00–$33.50; pay may vary based on performance, skills, experience, and work location, and employees may be eligible for incentives.

Requirements

At least 2 years of experience assessing and meeting customer needs or helping with issue resolution, or equivalent experience demonstrated through work, training, military experience, or education.
At least 1 year of leadership experience.
For Europe, Middle East & Africa only: experience assessing and meeting customer needs or helping with issue resolution, or equivalent experience demonstrated through work, training, or education.
For Europe, Middle East & Africa only: leadership experience.
Ability to work weekends and holidays as needed or scheduled.
For Loan Originator duties, meet Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies, including applicable financial responsibility, character, general financial fitness, and criminal background standards, and ongoing regulatory requirements.

Responsibilities

Lead and supervise risk and teller-function operations to deliver excellent customer service and colleague experience, and ensure timely, quality, compliant work.
Provide feedback and present ideas for improving customer and colleague experience and related performance-management processes and tools.
Perform operational and customer-support tasks.
Provide customer service, engage customers in conversations, and build relationships.
Manage teller-line schedules and daily operations.
Make decisions and resolve teller-line operational issues under the direction of regional banking management.
Apply relevant 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 direct reports to help them reach their potential and meet business objectives.
Manage allocation of people and financial resources for branch operations.
Mentor and guide direct reports’ 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.
Follow applicable risk and compliance programs, policies, procedures, escalation, and remediation requirements.