Branch Operations Associate Manager - Southaven, MS

Wells Fargo•Southaven, MS

3d•Onsite

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-function risk and operations, with a focus on delivering excellent customer service and colleague experience while ensuring timely, high-quality, compliant work. The associate manager performs operational and customer-support tasks, manages teller-line scheduling and daily operations, and resolves or escalates operational issues and customer concerns under the direction of regional banking management. The position involves direct customer interaction, relationship-building, and helping customers connect with technology and banking options. It also includes coaching and developing a diverse team, assisting with hiring and talent development, and managing people and financial resources for branch operations. This Loan Originator (LO) position may involve assessing customer needs and referring customers interested in dwelling-secured products to a SAFE team member. It does not involve taking an application or offering or negotiating terms of a dwelling-secured transaction. LO regulatory qualification requirements apply. The schedule may include most Saturdays. The position is not eligible for visa sponsorship.

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, and comply with Wells Fargo policies and ongoing regulatory requirements.
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, comprehending customer needs, and resolving complex issues.
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 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 working with military protocol and instructions, enlisted evaluations, or officer and leadership reporting.
Relevant military experience 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 operations of teller functions, ensuring excellent customer service and colleague experience and timely, high-quality, compliant completion of teller work.
Provide feedback and ideas to improve 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 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 concerns or complaints, escalating them when appropriate.
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 achieve their potential and business objectives.
Manage the 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.
Follow applicable risk and compliance programs, policies, and procedures; escalate and remediate issues appropriately and make sound risk decisions.