Customer Service Associate Manager

About the 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

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

Requirements

• 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through work experience, training, military experience, or education
• 1+ years of leadership experience

Skills

• 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

Benefits

• 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

Pay

$60,000.00 - $91,000.00

Schedule

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. This position offers a hybrid work schedule and includes up to 5% travel.