Branch Operations Associate Manager Browns Bridge

Wells Fargo & Company•Gainesville, GA

About The Position

Wells Fargo is hiring 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, supports customer service and colleague experience, and ensures teller work is completed accurately, on time, and in compliance with applicable requirements. It includes managing teller-line schedules and daily operations, resolving operational issues under regional banking management direction, and supporting customers and employees with concerns or complaints. The manager interacts directly with customers, performs operational and customer-support tasks, and works with branch employees, colleagues, and mid-level managers. The position also coaches, motivates, and develops direct reports, mentors talent, assists with hiring, and manages people and financial resources for branch operations. This is a Loan Originator (LO) position. Duties may include assessing customer needs and referring customers interested in dwelling-secured products to a SAFE team member. The role assists customers without taking an application or offering or negotiating the terms of a dwelling-secured transaction. Individuals in LO positions must meet applicable 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 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 and applicable Wells Fargo policies for Loan Originator positions, including standards for financial responsibility, character, general financial fitness, and criminal background.
Meet ongoing regulatory requirements, including additional screening if necessary.
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 deliver strong customer service by listening, eliciting information efficiently, understanding complex customer issues, and resolving them.
Customer service, operations, or financial services management experience in a high-volume, fast-paced, and 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 involving military protocols and instructions, enlisted evaluations, officer or leadership reporting, personnel benefits management, military orders or transitions, wartime readiness operations, human resources, or military recruiting.
Cash-handling experience.

Responsibilities

Lead and supervise risk and teller-function operations to deliver excellent customer service and colleague experience and ensure timely, high-quality, compliant work.
Provide feedback and ideas to improve customer service, 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 regulatory, policy, procedure, audit, and escalation requirements.
Support customers and employees in resolving or escalating concerns and 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 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, procedures, escalation requirements, and remediation obligations.