Customer Service Associate Manager - EveryDay Banking

Wells Fargo • Sioux Falls, SD

3d • Hybrid

About The Position

Wells Fargo is hiring a Customer Service Associate Manager in the EveryDay Banking Department within Consumer and Small Business Banking Operations (CSBBO) Customer Service. The role supervises Customer Service Representatives handling internal and external customer inquiries, complaints, and dispute resolution, ensuring timely completion, quality, and compliance. It makes daily supervisory and tactical decisions concerning customer and colleague issues and staffing, under the direction of customer service management. The manager interacts directly with external customers, works with internal partners and colleagues, manages people and financial resources, and mentors direct reports and supports hiring and talent development.

The position is hybrid and based at 3201 N 4th Ave, Sioux Falls, SD. Candidates must reside within a reasonable commute; relocation assistance is not available. The schedule is 10:00 a.m.–7:00 p.m., Sunday through Thursday, with Friday and Saturday off. Department operating hours are 7:00 a.m.–7:00 p.m. CST, Monday through Saturday, and hours or days may change with business needs. Travel of 5% is required. The role is not eligible for visa sponsorship.

Requirements

• At least 4 years of Customer Service, Financial Services, or Contact Center experience, or equivalent demonstrated through work experience, training, military experience, education, or a combination.
• At least 1 year of leadership experience.

Nice To Haves

• Experience with Everyday Banking policies and procedures.
• An adaptable, flexible coaching style that accounts for the needs and learning styles of a diverse team.
• Experience assessing the adequacy of policies, procedures, and processes, including compliance and operational controls in a large, complex organization.
• Effective organizational, multitasking, and prioritizing skills.
• Experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge and understanding of call center operations in the financial services industry.
• Ability to lead during ambiguity and change.
• Ability to recruit, retain, and develop high-potential talent and 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, and Hogan.
• Intermediate Microsoft Office skills, including Word, Excel, Teams, PowerPoint, and Outlook.

Responsibilities

• Supervise Customer Service Representatives handling internal and external customer inquiries, complaints, and dispute resolution, ensuring timely completion, quality, and compliance.
• Identify opportunities to improve customer service, enhance policies and procedures, and develop risk controls.
• Make daily supervisory and tactical decisions and resolve customer, colleague, and staffing issues, interpreting policies and procedures under customer service management direction.
• Collaborate and consult with internal partners, relationship managers, and colleagues to support customer satisfaction.
• Interact directly with external customers.
• Manage allocation of people and financial resources for customer service.
• Mentor and guide the talent development of direct reports and assist with hiring talent.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed