Branch Operations Manager Tanglewood Branch

Wells Fargo Bank•Roanoke, VA

1d•Onsite

About The Position

Wells Fargo is hiring a Branch Operations Associate Manager (LO) for its National Branch Network within the Consumer Banking and Lending division. The role leads and supervises teller operations and risk controls, with a focus on exceptional customer service, colleague experience, timely and compliant work, and achievement of business objectives. The position manages teller-line schedules and daily operations, resolves operational issues under regional banking management, supports customers and employees with concerns, and collaborates with branch employees, colleagues, and mid-level managers. The manager coaches and develops a diverse team, manages people and financial resources for branch operations, and supports hiring and talent development. The LO role may involve assessing customer needs and referring customers interested in dwelling-secured products to a SAFE team member. The position does not involve taking an application or offering or negotiating terms of a dwelling-secured transaction. Individuals in this role must meet applicable Loan Originator requirements under Regulation Z and Wells Fargo policies, including financial responsibility, character, financial fitness, and criminal background standards, and ongoing regulatory screening requirements. The position is based at 4206 Electric Road, Roanoke, Virginia 24018. The schedule may include most Saturdays. The stated base pay range is $23.00–$33.50; employees may also be eligible for incentive opportunities. 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, or education.
At least 1 year of leadership experience.
Meet Consumer Financial Protection Bureau qualification requirements and applicable Wells Fargo Loan Originator policies, including financial responsibility, character, financial fitness, and criminal background standards.
Meet ongoing regulatory requirements, including additional screening if necessary.
Ability to work a schedule that may include most Saturdays.

Nice To Haves

Leadership ability to build, develop, and motivate a diverse work team.
Ability to provide strong customer service by listening, eliciting information efficiently, comprehending complex issues, and resolving them.
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 integrity and professionalism with customers and employees.
Knowledge and understanding of banking-industry 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 protocol and instructions, enlisted evaluations, officer or leadership reporting, personnel benefits management, processing personnel orders or transitions, wartime readiness operations, human resources, or military recruiting.
Cash-handling experience.

Responsibilities

Lead and supervise teller-function operations and risk controls to deliver strong customer service and colleague experience and ensure timely, quality, compliant work.
Provide feedback and ideas to improve customer service, colleague experience, performance management processes, and tools.
Perform operational and customer support tasks and interact directly with customers.
Engage customers in conversations, build relationships, and support customers in resolving or escalating concerns and complaints.
Manage teller-line schedules and daily operations; make decisions and resolve daily operational issues under regional banking management direction.
Apply relevant regulations, policies, procedures, audit requirements, and escalation procedures.
Collaborate and consult with branch employees, colleagues, and mid-level managers.
Coach, motivate, and develop direct reports to achieve their potential and established business objectives.
Manage the allocation of people and financial resources for branch operations.
Mentor and guide direct reports' 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.