Branch Ops Manager Maplewood MN

Wells Fargo Bank•Maplewood, MN

1d•Onsite

About The Position

Wells Fargo is seeking a Branch Operations Associate Manager (LO) for their National Branch Network as part of the Consumer Banking and Lending division. This role involves leading and supervising risk and teller operations to ensure exceptional customer service, colleague experience, timely completion, quality, and compliance. The manager will provide feedback for improving customer service and performance, perform operational and customer support tasks, and build customer relationships. Key responsibilities include managing the teller line schedule and daily operations, making decisions, resolving issues, and interpreting regulations and policies. The position also requires supporting customers and employees with concerns, collaborating with branch colleagues, and coaching, motivating, and developing a diverse team to achieve business objectives. The role includes managing people and financial resources for branch operations, mentoring talent, and assisting in hiring. As an LO position, it involves customer contact, needs assessing, and referring customers interested in dwelling-secured products to a SAFE team member, while assisting customers without taking applications or negotiating transaction terms. Individuals in this role must meet Loan Originator requirements under Regulation Z.

Requirements

2+ years of experience assessing and meeting the needs of customers or helping with issue resolution, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of Leadership experience
Meet the Consumer Financial Protection Bureau qualification requirements and comply with related Wells Fargo policies
Meet applicable financial responsibility, character, general financial fitness, and criminal background standards
Meet ongoing regulatory requirements including additional screening, if necessary

Nice To Haves

Leadership skills including the ability to build, develop, and motivate a diverse work team
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Customer service, operations, or financial services management experience within a high volume, fast-paced and constantly changing environment
Ability to educate and connect customers to technology and share the value of mobile banking options
Ability to interact with integrity and professionalism with customers and employees
Knowledge and understanding of laws and regulations pertaining to the banking industry
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 working with military protocol and instructions, enlisted evaluations, officer/leadership reporting
Relevant military experience including working 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 the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions
Provide feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools
Perform operational and customer support tasks
Provide excellent customer service, engage customers in conversations, and build relationships with them
Manage the schedule and the daily operations of the teller line
Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
Leverage interpretation of applicable 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 a diverse team of direct reports to achieve full potential and meet established business objectives
Manage allocation of people and financial resources for branch operations
Mentor and guide talent development of direct reports and assist in hiring talent
Needs assessing and referring those customers interested in a dwelling secured product to a SAFE team member
Assisting customers without taking an application and without offering or negotiating terms of a dwelling secured transaction