Customer Service Associate Manager
About The Position
Wells Fargo is seeking a Customer Service Associate Manager as part of the Remote Client Associate Support Teams (RCAST) for Wells Fargo Advisors (WFA) in Wealth and Investment Management for the Wells Fargo Advisors Financial Network (FINET). 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 also identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service. You will make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures. You will collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction, interact directly with external customers, and manage the allocation of people and financial resources for customer service. Additionally, you will mentor and guide the talent development of direct reports and assist in hiring talent.
Requirements
- 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 1+ years of leadership experience
- US Only: Successfully completed Financial Industry Regulatory Authority (FINRA) Series 7 and 63 examinations (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration
Nice To Haves
- Brokerage client support experience or financial services industry experience
- Successfully completed FINRA Series 9/10 (or FINRA recognized equivalents)
- Demonstrated change management and conflict resolution skills
- Ability to assess issues, make quick decisions, implement solutions, and influence change
- Customer service focus with the ability to balance needs of clients, shareholders, and team members
- Expert brokerage operational knowledge
- Intermediate Microsoft Office skills
Responsibilities
- 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
- Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
- Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
- 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
Benefits
- Wells Fargo is an equal opportunity employer.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
