About this role: Wells Fargo is seeking a Customer Service Associate Manager in Card Services to work in our Call Center Environment. Learn more about the career areas and lines of business at wellsfargojobs.com.
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
- Bilingual speaking and reading proficiency in Spanish/English
Desired Qualifications:
- Experience with CSS, CIV, Consumer Lending Portal and SoftPhone
- Leadership experience including coaching, training, and mentoring a diverse staff
- Effective organizational, multi-tasking, and prioritizing skills
- 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
- Excellent verbal, written, and interpersonal communication skills
- Intermediate Microsoft Office skills
- Knowledge and understanding of call center operations in the financial services industry
- 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
Job Expectations:
- Must take and pass required Spanish language assessment
- Training schedule will be Monday - Friday, schedule to be determined.
- Work schedule after training will be 2 pm - 11 pm CST with split days off include 1 weekend day.
- Hours and days may change based on business needs and may include working nights, weekends and holidays.
- This position is not eligible for Visa sponsorship
Job Location:
- 4101 Wiseman Blvd, San Antonio, TX
Required location for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position. Posting End Date: 23 Dec 2024
*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 .
Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our 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.
