Customer Service Manager

at  Wells Fargo

APPLICANTS WITH DISABILITIES

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

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 experienc

Desired Qualifications:

• Exposure to Wells Fargo RCSA (Risk and Control Self Assessment) tool
• Knowledge and understanding of Risk and Control Self-Assessment (RCSA), Business Control and Issue Management activities
• Experience with Wells Fargo risk systems such as Veritas System and Risk and Control Self-Assessment (RCSA)
• Knowledge and understanding of call center support and management/monitoring of department’s performance metrics (i.e. SVL, AHT, Adherence, QA, etc.,)
• Experience with CSS, CIV, Consumer Lending Portal and Workforce Optimization
• Excellent verbal, written, and interpersonal communication skills
• Leadership experience including coaching, training, and mentoring
• Experience working in call center operations in the financial services industry
• 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
• Effective organizational, multi-tasking, and prioritizing skill

Wells Fargo is seeking a Customer Service Manager to support the Customer Service for General Purpose Credit Card Main organization.

In this role, you will:

• Manage and develop a group of teams (approximately seven to eight teams) comprised with 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
• Participate and engage in risk management activities (i.e. issues, audits, quality monitoring, etc.), and procedure/communication reviews/certifications as a Process Owner and provide unparallel leadership support and expertise
• Act as a subject matter expert to support risks and control self-assessment (RCSA) activities
• Oversee employees’ performance management scorecard reporting and data analytics within Credit Card Main team
• Partner with business controls, quality assurance monitoring, Legal/Risk/Compliance, offshore, workforce management, change management, issue management, etc., for successful management of tasks at hand

Day to day responsibilities include (but not limited to):

• In-depth knowledge around consumer credit card call center support and management/monitoring of department’s performance metrics (i.e. SVL, AHT, Adherence, QA, etc.,). This leader will have an opportunity to attend the new hire class if desired.
• Knowledge around systems utilized within CMS-Customer service (CSS, Hogan, FDR, Nexidia, Veritas, etc.,)
• Drive employee engagement/development activities that are in-line with the departmental expectations.
• Be great at execution, have a sense of urgency and take ownership to make things right. Be proactive and provides undivided attention to the workflow, queue monitoring, performance tracking, and provide necessary/timely updates, coaching and feedback if required.
• Partner with workforce management/capacity planning team and appropriately manage resources through recruiting and hiring.
• Partner with peers and leaders across CMS-CS for understanding of call center support metrics, process excellence, risk & controls, quality monitoring, leader development, and engagement.

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:

• Exposure to Wells Fargo RCSA (Risk and Control Self Assessment) tool
• Knowledge and understanding of Risk and Control Self-Assessment (RCSA), Business Control and Issue Management activities
• Experience with Wells Fargo risk systems such as Veritas System and Risk and Control Self-Assessment (RCSA)
• Knowledge and understanding of call center support and management/monitoring of department’s performance metrics (i.e. SVL, AHT, Adherence, QA, etc.,)
• Experience with CSS, CIV, Consumer Lending Portal and Workforce Optimization
• Excellent verbal, written, and interpersonal communication skills
• Leadership experience including coaching, training, and mentoring
• Experience working in call center operations in the financial services industry
• 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
• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• This position is not eligible for Visa Sponsorship
• This position offers a hybrid work schedule

Location:

• 4101 Wiseman Blvd. San Antonio, TX