Branch Operations Manager Tanglewood Branch

Wells Fargo•Roanoke, VA

3d•$23 - $34•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 operations and risk management to deliver strong customer service and colleague experiences while ensuring work is completed on time, accurately, and in compliance with applicable requirements. The manager handles operational and customer-support tasks, manages teller-line scheduling and daily operations, and makes or resolves routine operational decisions under the direction of regional banking management. The position also involves interacting directly with customers, addressing or escalating their concerns, building customer relationships, and helping customers understand technology and banking options. The manager coaches, motivates, and develops a diverse team, contributes feedback and ideas for improving service and performance processes, assists with hiring and talent development, and manages people and financial resources for branch operations. This Loan Originator (LO) position may involve assessing customer needs and referring customers interested in a dwelling-secured product to a SAFE team member. The role may assist customers but does not take applications or offer or negotiate terms of dwelling-secured transactions. LO employees must meet applicable Consumer Financial Protection Bureau qualification requirements and Wells Fargo policies, including financial responsibility, character, financial fitness, and criminal background standards, as well as ongoing regulatory screening requirements. The role may require working 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, or education.
At least 1 year of leadership experience.
Meet applicable Loan Originator qualification requirements, including financial responsibility, character, general financial fitness, and criminal background standards, and comply with ongoing regulatory requirements and Wells Fargo policies.
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, and resolving complex customer issues.
Customer service, operations, or financial services management experience in a high-volume, fast-paced, continually changing environment.
Ability to educate customers about technology and communicate the value of mobile banking options.
Ability to interact with integrity and professionalism with customers and employees.
Knowledge of laws and regulations pertaining to the banking industry.
Knowledge 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, or officer and leadership reporting.
Relevant military experience involving 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 operations and risk to provide exceptional customer service and colleague experience, ensuring timely, high-quality, compliant completion of teller functions.
Provide feedback and ideas to improve customer service, colleague experience, performance management processes, and related 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 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 and complaints or escalate them appropriately.
Collaborate and consult with branch employees, colleagues, and mid-level managers.
Coach, motivate, and develop a diverse team of direct reports to achieve their potential and business objectives.
Manage the allocation of people and financial resources for branch operations.
Mentor direct reports, guide their talent development, and assist with hiring.
Assess customer needs related to dwelling-secured products and refer interested customers to a SAFE team member, without taking applications or offering or negotiating transaction terms.