Vacancy expired!
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,600 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy.With approximately 263,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations.Wells Fargo Payments, Virtual Solutions & Innovation (PVSI) The PVSI group aligns and integrates groups from across Wells Fargo to focus on the delivery of the next generation of payments capabilities and advance our digital and online offerings. This group also invests in research, development and strategic partnerships dedicated to designing new customer experiences and products. This group includes Consumer Credit Cards and Retail Services, Deposit Products, Treasury Management and Merchant Services, Innovation, One Wells Fargo, Virtual Channels and Operations.Wells Fargo Virtual Channels (WFVC)Wells Fargo Virtual Channels (WFVC) supports the majority of all customer interactions at Wells Fargo. With our customers' growing preference for virtual interaction, we are in the best position to connect the customer experience across all channels — full-service and self-service, virtual and physical.With approximately 13,000 team members, Wells Fargo Virtual Channels (WFVC) serves Wells Fargo consumer and small business customers through various channels digital (online, mobile, and social) and contact center (phone, email, and correspondence). As part of Payments, Virtual Solutions & Innovation (PVSI), WFVC's vision is to pioneer the next generation of financial services and provide the best virtual experiences anytime, anyhow, and anywhere.Over 28 million customers use our digital channels to manage their financial lives, and our customer-facing contact centers support approximately 450 million customer contacts annually. Whether our customers connect with us online or by phone, email, or in writing, WFVC is positioned to satisfy our customers' financial needs 24 hours a day, 7 days a week.The RoleThe Customer Success Leader will be responsible for the leadership and direction for the operation of a single large/complex customer-facing function within a line of business or managing multiple contact centers within a geographic area.These ten positions will be posted under one requisition under Renee Covi but please note the reporting leader of each in the descriptions.
Customer Success Leader in San Antonio, TX -2 positons available- reporting to Randy Thomas and are currently open positions. These leaders will be responsible for the Everyday Banking teams in San Antonio which is one of the largest contact center sites and includes Premier and Spanish servicing (24 x 7). Positions are based in San Antonio, TX.
Customer Success Leader in El Monte, CA reports to Randy Thomas which is currently an open position. This leader will be responsible for the Everyday Banking team in El Monte, CA and also includes the online technical support and financial software servicing along with Spanish servicing. Position is based in El Monte, CA.
Customer Success Leader in Westlake, TX reports to Randy Thomas which is currently an open position. This leader will be responsible for the Everyday Banking team in Westlake, TX and also includes the Spanish and Data Privacy teams. Position is based in Westlake, TX.
Customer Success Leader in Phoenix, AZ reports to Randy Thomas which is currently an open position. This leader will be responsible for the Everyday Banking team in Phoenix, AZ and also includes the Spanish and Premier servicing (24x7) teams. Position is based in Phoenix, AZ
Customer Success Leader in Charlotte, NC reports to Tanya Hudson which is currently an open position. This leader will be responsible for the Everyday Banking team in Charlotte, NC and also includes the Best IRA queue and soon to be stood up Data Privacy team in addition to a Premier team. Position is based in Charlotte, NC
Customer Success Leader in Roanoke, VA reports to Tanya Hudson which is currently an open position. This leader will be responsible for the Everyday Banking team in Roanoke, VA and also includes a Premier team and will also be the senior leader responsible for the Escalation Queue across all of Everyday Banking. Position is based in Roanoke, VA.
Customer Success Leader in Richmond, VA reports to Tanya Hudson which is currently an open position. This leader will be responsible for the Everyday Banking team in Richmond, VA. Position is based in Richmond, VA.
Customer Success Leader in either Salem, Oregon or Hillsboro, Oregon reports to the Paul Bajus which is currently an open position. This leader will be responsible for overseeing both the Salem and Hillsboro Card teams. Position can be based in either Salem or Hillsboro, Or.
Customer Success Leader in either Charlotte, NC or Richmond, VA reports to the Paul Bajus which is currently an open position. This leader will be responsible for overseeing the Charlotte and Richmond National Business Banking Center (NBBC) Sales and Service team (Small Business). Position can be based in either Charlotte, NC or Richmond, VA.
Customer Success Leader responsibilities include, but are not limited to:
Ensures site leadership is enabling a culture of best-in-class customer experience through innovation, transformation, and engagement with managers and team members.
Leads multi-channel, digital-centric support teams that provide holistic customer service and identifies opportunities to collaborate with key stakeholders to deliver a consistent and integrated experience.
Proactively assesses, identifies, and responds to business risks and engages key partners as appropriate.
Responsible for the operations and performance of assigned contact centers or functions, including customer experience metrics, retention, efficiency, and compliance.
Determines and sets the strategic direction for the achievement of customer experience and business goals for assigned contact centers.
Develops and directs operational planning, financial and human capital management, and program development.
May lead broad and transformational contact center initiatives across the line of business.
The CandidateIn addition to the required qualifications, the successful candidate will demonstrate effectiveness in building high performing teams focused on driving business results through leadership effectiveness and team member engagement; contributing to the broad WFVC strategy with a One Wells Fargo lens by living the vision and values of Wells Fargo.This collaborative leader must be capable of initiating action and managing change. The role demands a persuasive, effective communicator who can position WFVC as an indispensable business partner. It requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.Required Qualifications:
8+ years of experience assessing and meeting the needs of customers or solving customer problems
5+ years of leadership experience
3+ years of direct supervisory experience
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5511881&PostingSeq=1.All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Vacancy expired!