Branch Operations Manager Iliff and Buckley

Wells Fargo Bank•Aurora, CO

About The Position

Wells Fargo is seeking a Branch Operations Associate Manager for its National Branch Network within the Consumer Banking and Lending division. The role leads and supervises teller-line risk and operations to deliver strong customer service and colleague experiences while ensuring timely, high-quality, compliant work. It also manages daily teller-line operations and scheduling, resolves operational issues under regional banking management direction, and supports customers and employees with concerns or complaints. The manager provides feedback and ideas to improve service and performance management, performs operational and customer-support tasks, and engages customers to build relationships. The role coaches, motivates, and develops a diverse team, manages people and financial resources for branch operations, and mentors direct reports while assisting with hiring. This Loan Originator (LO) position may involve assessing customer needs and referring customers interested in dwelling-secured products to a SAFE team member. The role may assist customers but does not take applications or offer or negotiate the terms of dwelling-secured transactions. LO qualification and ongoing regulatory requirements apply. The role may require working most Saturdays and is not eligible for Visa sponsorship.

Requirements

At least 2 years of experience assessing and meeting customer needs or helping resolve issues, or equivalent experience demonstrated through work, training, military experience, or education.
At least 1 year of leadership experience.
Meet Consumer Financial Protection Bureau Loan Originator qualification requirements and related Wells Fargo policies, including applicable financial responsibility, character, general financial fitness, and criminal-background standards; ongoing regulatory screening may apply.
Ability to work a schedule that may include most Saturdays.
Not eligible for Visa sponsorship.

Nice To Haves

Leadership skills, including the ability to build, develop, and motivate a diverse work team.
Ability to provide strong customer service by listening, eliciting information efficiently, understanding, and resolving complex customer issues.
Customer service, operations, or financial services management experience in a high-volume, fast-paced, constantly changing environment.
Ability to educate and connect customers to technology and communicate the value of mobile banking options.
Ability to interact with customers and employees with integrity and professionalism.
Knowledge and understanding of banking laws and regulations.
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 involving military protocol and instructions, enlisted evaluations, officer or leadership reporting, personnel benefits management, military 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 deliver exceptional customer service and colleague experience and ensure timely, quality, compliant work.
Provide feedback and ideas for improving customer service, colleague experience, and performance-management processes and tools.
Perform operational and customer-support tasks.
Provide excellent customer service, engage customers in conversations, and build relationships.
Manage teller-line scheduling and daily operations.
Make decisions and resolve teller-line daily operational issues under the direction of regional banking management.
Apply relevant regulations, policies, procedures, and audit and escalation requirements.
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 help them reach their potential and meet business objectives.
Manage allocation of people and financial resources for branch operations.
Mentor and guide direct-report talent development and assist in 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 Wells Fargo risk and compliance programs, policies, and procedures; escalate and remediate issues appropriately.