Customer Service Associate Manager - EveryDay Banking

About this role:

Wells Fargo is seeking a Customer Service Associate Manager to join the EveryDay Banking Department as part of Consumer and Small Business Banking Operations (CSBBO) Customer Service. Learn more about our career areas and lines of business at wellsfargojobs.com/careers.

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:

• Experience with Everyday Banking policies and procedures
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Experience assessing the adequacy of policies, procedures and processes (includes compliance and operational controls within a large complex organization)
• Effective organizational, multi-tasking, 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 times of ambiguity and change.
• Ability to recruit, retain, and grow high potential talent/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, Hogan.
• Intermediate Microsoft Office (Word, Excel, Teams, PowerPoint and Outlook) skills

Job Expectations:

• Work Schedule: 10:00 am - 7:00 pm Sunday/Thursday Off

• Department hours of operation are 7am – 7pm CST., Monday - Saturday.  Hours and days may change based on business needs.
• 5% Ability to travel
• This position offers a hybrid work schedule
• This position is not eligible for Visa sponsorship

Location:

• 3201 N 4th Ave Sioux Falls, SD

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.

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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.