Customer Service Associate Manager
About The Position
Wells Fargo is seeking a Customer Service Associate Manager to join our Credit Card Customer Service department. 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. 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. You will collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction and interact directly with external customers. You will manage the allocation of people and financial resources for customer service and 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
Nice To Haves
- Excellent verbal, written, and interpersonal communication skills
- Intermediate Microsoft Office (Word, Excel, Teams, PowerPoint and Outlook) skills
- Leadership experience including coaching, training, and mentoring
- Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
- Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
- Experience using WF Systems FDR, CSS, Open Text, and CIV
- Effective organizational, multi-tasking, and prioritizing skills
- Knowledge and understanding of call center operations in the financial services industry
- Experience resolving and working through escalated and complex customer issues
- Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
- Experience recognizing service opportunities and providing exceptional customer satisfaction
- Ability to recruit, retain, and grow high potential talent/teams
- Expected to maintain composure in a changing environment
- Ability to mitigate risk and maintain ethical integrity
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
- Relocation assistance is not available for this position.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
