About this role: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:Posting End Date: 8 Sep 2025
*Job posting may come down early due to volume of applicants. We Value Equal OpportunityWells Fargo is an equal opportunity employer. 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.
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 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells 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.
