Vacancy expired!
About this role:Wells Fargo is seeking a Customer Service Manager in Everyday Banking as part of the Consumer and Small Business Banking Operations (CSBBO) team. Learn more about the career areas and lines of business at wellsfargojobs.com .In this role, you will:
Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
Interpret and develop standards and goals for customer service
Collaborate and consult with more experienced management, 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
2+ years of leadership experience
Desired Qualifications:
Experience managing in a contact center environment
Experience managing teams of 50+ Knowledge of Everyday Banking processes and procedures
Bilingual - English/Spanish
Experience managing risk and meeting compliance expectations
Experience recognizing service opportunities and providing exceptional customer satisfaction
Experience resolving and working through escalated and complex customer issues
Ability to inspire and engage the broader team, leading with ethics and integrity in all we do
Ability to coach and lead during times of ambiguity and change
Ability to develop partnerships and collaborate with other business and functional areas
Ability to leverage diversity and develop next level of team
Ability to recruit, retain, and grow high potential talent/teams
Highly refined and professional verbal and written communications
Job Expectations:
Manage English and Spanish/Bilingual teams
Manage leaders in a diverse range of schedules ranging from 4:00 am to 7:00 pm start times
Manages site open 24/7
Schedule: Monday - Friday 1:00 pm to 10:00 pm AZ time
Weekend point of contact 1 month per quarter and work some holidays as needed or scheduled
Location:
2202 W Rose Garden Ln, Phoenix AZ 85027
We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.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.Company: WELLS FARGO BANKReq Number: R-258555Updated: Sun Mar 26 00:00:00 UTC 2023Location: PHOENIX,Arizona
Vacancy expired!