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About this role:

Wells Fargo is seeking a Customer Service Associate Manager as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com (https://www.wellsfargojobs.com/career-areas/)

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:

• 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:

• Prior experience with Consumer and Small Business Banking Operations (CSBBO) Customer Service, National Small Business Banking Center (NBBC)

• Knowledge and understanding of call center operations in the financial services industry.

• Ability to lead during times of ambiguity and change.

• Ability to recruit, retain, and grow high potential talent/teams.

• Adaptable and flexible coaching style which considers the needs of learning styles of a diverse team.

• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do.

• Experience recognizing service opportunities and providing exceptional customer satisfaction.

• Ability to 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:

• Must be able to work on-site.

• Must be available to work a schedule within the hours of operation of 8am-8pm M-S

Location:

• 1100 Corporate Center Dr Lot B RALEIGH, NC 27607

Posting End Date:

29 Jan 2025

*Job posting may come down early due to volume of applicants.

We Value Diversity

At 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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.

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.

Req Number: R-430213