Business Operations Customer Service Manager
Posted 1 month ago Expired
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Upload Your ResumeAbout This Role
Manage and develop customer service teams within the Consumer & Small Business Banking Operations Small Business Banking Team. This role involves identifying service standards, resolving escalated inquiries, and contributing to risk management activities.
Responsibilities
- Manage and develop a group of 7-8 teams comprising Customer Service Representatives
- Identify and recommend products for customer service and productivity standards and goals
- Resolve escalated customer inquiries to meet business objectives
- Interpret and develop standards and goals for customer service
- Collaborate with internal partners and relationship managers to ensure customer satisfaction
- Manage allocation of people and financial resources for customer service
- Mentor and guide talent development of direct reports and assist in hiring talent
- Participate in risk management activities and procedure/communication reviews
- Act as a subject matter expert to support risks and control self-assessment (RCSA) activities
- Partner with various internal groups for successful management of tasks
- Lead and advocate for growing capabilities in AI, Ulinks, Automation tools
Requirements
- 4+ years of Customer Service, Financial Services or Contact Center experience
- 2+ years of leadership experience
Qualifications
- 4+ years of Customer Service, Financial Services or Contact Center experience; 2+ years of leadership experience
Nice to Have
- Experience managing in a contact center environment
- Experience managing teams of 50+
- Knowledge of Small Business Banking processes and procedures
- Experience recognizing service opportunities and providing exceptional customer satisfaction
- Experience resolving and working through escalated and complex customer issues
- Ability to inspire and engage the broader team
- Ability to coach and lead during times of ambiguity and change
- Ability to develop partnerships and collaborate with other business and functional areas
- Ability to recruit, retain, and grow high potential talent/teams
- Highly refined and professional verbal and written communications
Skills
* Required skills
About Wells Fargo
Wells Fargo Corporate & Investment Banking delivers a comprehensive suite of capital markets, banking, and financial products and services to over 12,000 clients around the world, including over 90% of the S&P 500.