APPLICANTS WITH DISABILITIES

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

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

Required Qualifications:

• 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:

• 1+ years of management experience
• Experience utilizing call center technologies (e.g., CRM, IVR, workforce management tools)
• Experience managing schedules, forecasts, and resource allocation effectively
• Experience coaching, mentoring, and leading a team
• Strong communication skills
• Experience managing work queues and high-volume requests
• Ability to interact with customers and handle escalated or sensitive situations
• Intermediate level MS Office skills
• Strong organizational skills
• Strong process simplification skills, Lean methodology
• Experience inspiring and motivating the team to meet and exceed goals
• Leads by example with professionalism, integrity, and accountability
• Handles conflict resolution and team dynamics with confidence
• Experience providing regular feedback and performance reviews, identifying training needs and growth opportunities, and fostering continuous learning and career progressio

Wells Fargo is seeking a Customer Service Associate Manager in Lending Servicing Operations as part of Wholesale Lending Operations supporting Commercial Banking. Learn more about the career areas and business divisions at wellsfargojobs.com .

In this role, you will:

• Lead a team of Customer Service professionals in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
• Provide guidance and support to ensure all processes are completed within established timelines, while exceeding quality and customer satisfaction standards within the risk framework
• Identify opportunities to improve the customer or employee experience, including system, policy and procedure enhancement, and risk control development
• 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 in collaboration with workforce management, with a customer-centric mindset
• 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:

• 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:

• 1+ years of management experience
• Experience utilizing call center technologies (e.g., CRM, IVR, workforce management tools)
• Experience managing schedules, forecasts, and resource allocation effectively
• Experience coaching, mentoring, and leading a team
• Strong communication skills
• Experience managing work queues and high-volume requests
• Ability to interact with customers and handle escalated or sensitive situations
• Intermediate level MS Office skills
• Strong organizational skills
• Strong process simplification skills, Lean methodology
• Experience inspiring and motivating the team to meet and exceed goals
• Leads by example with professionalism, integrity, and accountability
• Handles conflict resolution and team dynamics with confidence
• Experience providing regular feedback and performance reviews, identifying training needs and growth opportunities, and fostering continuous learning and career progression

Job Expectations:

• Ability to work a hybrid schedule

Posting Location:

• Des Moines, IA