About this role:
Wells Fargo is seeking a Customer Resolution Associate Manager supporting ATM Deposit Exceptions & ATM Debit Card Support within Consumer, Small & Business Banking Operations (CSBBO). For additional information on lines of business, refer to the external Careers Site at www.wellsfargojobs.com.
In this role, you will:

• Be responsible for selection, evaluation, and development of direct reports; hire talent for open positions Collaborate with and consult with peers, colleagues and mid-level managers regarding client inquiries or complaints
• Identify opportunities for developing and monitoring service standards and goals in low complexity functions
• Leverage interpretation of policies, procedures, and compliance requirements
• Supervise entry-to-mid level customer resolution specialists and team leaders who respond to external and internal inquiries regarding products and services to ensure timely completion, quality and compliance for functional area
• Make day-to-day supervisory and tactical decisions and resolve issues related to team supervision, work allocation and daily operations under direction of functional area management
• Manage allocation of people and financial resources for aligned department or business group

Available location: Preferred location listed below. Relocation assistance is not available for this position.

• 2700 S Price Road, Chandler, AZ 85286

Required Qualifications:

• 2 years of Customer or Investor-facing experience in the Financial Services or Credit Card industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1 years of leadership experience

Desired Qualifications:

• Ability to collaborate and execute in a fast paced, high demand, environment while balancing multiple initiatives, priorities, and projects
• Ability to exercise independent judgment to identify and resolve problems
• Ability to interact with integrity and a high level of professionalism with all levels of employees including management
• Ability to manage effectively in a matrixed organization, creating a strong collaborative environment, while developing partnerships with many business and functional areas across the organization
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to work effectively in an individual and team environment, across all organizational levels, where flexibility, collaboration, and adaptability are important
• Advanced analytical and quantitative skills; experience using hard data and metrics to make effective business decisions
• Advanced collaboration and influencing skills to achieve solutions that meet the needs of the organization; able to resolve issues, and overcome obstacles
• Advanced communicating and presenting complex information to multiple levels of the organization skills
• Advanced conducting project meetings, presentations (including preparing/presenting executive presentations), and status reporting skills
• Advanced organizational skills with high attention to detail and accuracy
• Advanced process efficiency experience, including process assessment, and recommendations for improvement including large-scale process transformation initiatives
• Advanced project management skills including the ability to handle multiple projects concurrently while leading large complex enterprise-level initiatives
• Demonstrated experience coaching, developing, inspiring, motivating, and recruiting employees through balanced leadership with a focus on employee engagement, performance management, and retention
• Demonstrated experience working effectively in a structured but flexible, adaptable and changing, call center environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Experience consolidating large amounts of project status information to identify key risks, customer impact, financial implications, delays, and issues that may pose material risk
• Experience driving organizational change, developing innovative solutions, and delivering results
• Excellent verbal, written, and interpersonal communication skills with demonstrated experience engaging and influencing stakeholders
• Experience with Wells Fargo Consumer, Small & Business Banking Operations (CSBBO) processes
• Experience with Wells Fargo ATM Deposit Exceptions and ATM Debit Card Support (Money Movement) processes
• Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams) skills
• Experience with Wells Fargo collaboration tools such as: EFJams, ETRAN, Hogan, and Universal Workstation

Job Expectations:

• Ability to travel up to 5% of the time
• Adhere to standards outlined with written policy as well as applicable State and Federal regulations
• This position is not eligible for Visa sponsorship
• Willingness to work on-site at stated location on the job opening

IMPORTANT INFORMATION:

• AFTER SUBMITTING YOUR APPLICATION, PLEASE MONITOR YOUR E-MAIL FOR FUTURE COMMUNICATIONS
• Once your application is received, Wells Fargo will make initial contact with you via e-mail
• Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs Profile. If your contact information has changed, please update prior to applying to this position
• Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

Posting End Date:
23 May 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.