Premium/Premium Plus Business Customer Service Manager
About The Position
About this role: Wells Fargo is seeking a Customer Service Senior Manager to lead our new Premium/Premium Plus team focused on delivering personalized and differentiated experiences for our highest valued customers within Wells Fargo Business. This leader will oversee complex, multi‑location service teams and ensure operational excellence for Business Banking customers. Learn more about career areas and business lines at wellsfargojobs.com. In this role, you will: Lead the Premium/Premium plus segment across Wells Fargo Business Operations Customer Service Manage and develop both managers and individual contributors across multiple U.S. sites Oversee high‑complexity, high‑touch customer service delivery—especially for specialized or high‑value customer segments Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes Identify opportunities for operational improvement, process optimization, and risk mitigation across your segment Implement new systems, policies, and guidelines that support the segment‑based service model Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance
Requirements
- 6+ 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
- 3+ years of management or leadership experience
Nice To Haves
- Experience supporting Small Business or Business Banking customers
- Demonstrated experience with high value customer segments within a business line – knowing their needs and providing a high-quality experience
- Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
- Demonstrated experience managing managers and leading high performing teams
- Ability to coach, mentor, and develop talent at scale
- Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal, complaints, and product teams
- Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
- Exceptional communication and interpersonal skills; ability to influence at all levels of the organization
- Experience driving operational or service‑model transformation
- Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors
Responsibilities
- Lead the Premium/Premium plus segment across Wells Fargo Business Operations Customer Service
- Manage and develop both managers and individual contributors across multiple U.S. sites
- Oversee high‑complexity, high‑touch customer service delivery—especially for specialized or high‑value customer segments
- Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
- Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
- Identify opportunities for operational improvement, process optimization, and risk mitigation across your segment
- Implement new systems, policies, and guidelines that support the segment‑based service model
- Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
- Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
- Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
