Customer Service Associate Manager

Wells Fargo • Sioux Falls, SD

70d

About The Position

Wells Fargo is seeking a Customer Service Associate Manager role supporting Everyday Banking as a part of Global Operations. In this role, you will supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service. You will identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service. Additionally, you will make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under the direction of customer service management, leveraging interpretation of policies and procedures. Collaboration and consultation with internal partners, relationship managers, and colleagues will be essential to ensure customer satisfaction. You will also interact directly with external customers, manage the allocation of people and financial resources for customer service, and mentor and guide talent development of direct reports while assisting in hiring talent.

Requirements

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of work experience, training, military experience, education.
• 1+ years of leadership experience.

Nice To Haves

• Everyday Banking experience.
• Experience coaching team members and providing feedback.
• Time management skills.
• Prior experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service.
• Knowledge and understanding of call center operations in the financial services industry.
• Ability to lead during times of ambiguity and change.
• Ability to recruit, retain, and grow high potential talent/teams.
• Ability to develop partnerships and collaborate with other business and functional areas.
• Experience with systems such as CIV, Workday, HR tools, SAMP tickets, Jabber, Hogan.

Responsibilities

• Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks.
• Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development.
• Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues.
• Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction.
• Interact directly with external customers.
• Manage allocation of people and financial resources for customer service.
• Mentor and guide talent development of direct reports and assist in hiring talent.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 1,001-5,000 employees