Customer Service Associate Manager

About this role:

Wells Fargo is seeking a Customer Service Associate Manager as part of Unsecured Lending Operations within Personal Loans and Lines Customer Service team.  Learn more about our career areas and lines of business at wellsfargojobs.com/career-areas

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

• 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

Required Qualifications:

• 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

Desired Qualifications:

• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team

• Experience with Personal Lines and Loans policies and procedures

• Experience assessing the adequacy of policies, procedures and processes (includes compliance and operational controls within a large complex organization)

• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment

• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do

• Ability to mitigate risk and maintain ethical integrity

• Excellent verbal, written, and interpersonal communication skills

• Experience using the following systems:  Workday, FDR, CSS, PGP, and CIV

• Intermediate Microsoft Office (Word, Excel, Teams, PowerPoint and Outlook) skills

• Experience recognizing service opportunities and providing exceptional customer satisfaction

• Ability to develop partnerships and collaborate with other business and functional areas

• Ability to recruit, retain, and grow high potential talent/teams

• Knowledge and understanding of call center operations in the financial services industry

Job Expectations:

• Department hours of operation are 8am – 8pm EST., Monday - Friday.  Schedules will consist of an 8-hour shift within the department’s operating hours.   

• Hours and days may change based on business needs and may include working nights, weekends, and holidays. 

• 5% Ability to travel

• This position offers a hybrid work schedule

• This position is not eligible for Visa sponsorship

Location:

• 7711 Plantation Road, Roanoke, VA

Required location for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.