Customer Service Associate Manager

at  Wells Fargo

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

APPLICANTS WITH DISABILITIES

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

Required Qualifications, US:

• 2+ 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 experienc

Desired Qualifications:

• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office skills
• Leadership experience including coaching, training, and mentoring
• Knowledge and understanding of financial services industry
• Knowledge and understanding of call center operations in the financial services industry
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
• Experience resolving and working through escalated and complex customer issues
• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
• Experience recognizing service opportunities and providing exceptional customer satisfaction
• Effective organizational, multi-tasking, and prioritizing skill

Wells Fargo is seeking a Customer Service Associate Manager in Credit Card Services as part of Credit Merchant Services.

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, US:

• 2+ 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:

• Excellent verbal, written, and interpersonal communication skills
• Intermediate Microsoft Office skills
• Leadership experience including coaching, training, and mentoring
• Knowledge and understanding of financial services industry
• Knowledge and understanding of call center operations in the financial services industry
• Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
• Experience resolving and working through escalated and complex customer issues
• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
• Experience recognizing service opportunities and providing exceptional customer satisfaction
• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• Ability to work nights, weekends, and/or holidays as needed or scheduled.
• Work schedule is 12:00 pm - 9:00 am Tuesday - Saturday
• Ability to work on-site at posted location
• This position offers a hybrid work schedule
• This position is not eligible for Visa Sponsorship

Location:

• 2150 W. Pinnacle Peak Road, Phoenix, AZ