Branch Operations Manager Tatum and Cactus

Wells Fargo & Company•Phoenix, AZ

1d•Onsite

About The Position

Wells Fargo is hiring 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 while delivering customer service and a positive colleague experience. It oversees teller-line scheduling and daily operations, resolves operational issues under the direction of regional banking management, and supports customers and employees with concerns or complaints. The position also involves managing branch-operations staffing and financial resources, coaching and developing direct reports, and supporting talent development and hiring. This Loan Originator (LO) position involves customer contact and may include assessing needs and referring customers interested in a dwelling-secured product to a SAFE team member. The role assists customers but does not take applications or offer or negotiate the terms of a dwelling-secured transaction. Employees in LO positions must meet applicable Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies, including financial responsibility, character, financial fitness, and background standards, as well as ongoing regulatory requirements. The role is based at 12641 N Tatum Blvd, Phoenix, Arizona. 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 experience demonstrated through work, training, military experience, education, or a combination.
At least 1 year of leadership experience.
Meet applicable Consumer Financial Protection Bureau qualification requirements for Loan Originator positions, including financial responsibility, character, general financial fitness, and criminal-background standards, and comply with related 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 work team.
Ability to provide strong customer service by listening, eliciting information efficiently, comprehending 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 and connect customers to technology and explain 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, including work with military protocol and instructions, enlisted evaluations, or officer/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 teller-function risk and operations to ensure exceptional customer and colleague experiences and the timely, high-quality, compliant completion of teller work.
Provide feedback and ideas to improve customer service, colleague experience, and performance-management processes and tools.
Perform operational and customer-support tasks and interact directly with customers.
Deliver customer service, engage customers in conversations, and build relationships.
Manage teller-line scheduling 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, or escalate them when needed.
Collaborate and consult with branch employees, colleagues, and mid-level managers.
Coach, motivate, and develop a diverse team of direct reports to help them meet business objectives and reach their potential.
Manage the allocation of people and financial resources for branch operations.
Mentor direct reports, support talent development, and assist with hiring.
Assess customer needs and refer customers interested in dwelling-secured products to a SAFE team member; do not take applications or offer or negotiate transaction terms.
Comply with applicable LO qualification and ongoing regulatory requirements.