About this role:

Wells Fargo is seeking a Customer Service Manager to support the Customer Service for General Purpose Credit Card Main organization.

In this role, you will:

• Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service

• Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development

• Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives

• Interpret and develop standards and goals for customer service

• Collaborate and consult with more experienced management, 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:

• 4 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

• 2 years of leadership experience

Desired Qualifications:

• Exposure to Wells Fargo RCSA (Risk and Control Self Assessment) tool

• Knowledge and understanding of Risk and Control Self-Assessment (RCSA), and Shared Risk Platform (SHRP)

• Experience with Wells Fargo risk systems such as Shared Risk Platform (SHRP), Risk and Control Self-Assessment (RCSA)

• Experience with Credit Card Service

• Experience with CSS, CIV, Consumer Lending Portal and Workforce Optimization 

• Excellent verbal, written, and interpersonal communication skills

• Leadership experience including coaching, training, and mentoring

• Experience working in call center operations in the financial services industry

• Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment

• Experience resolving and working through escalated and complex customer issues

• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships

• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• This position is not eligible for Visa Sponsorship

• This position offers a hybrid work schedule

Location:

• 2150 W. Pinnacle Peak Rd. Phoenix, AZ

​Required locations for this position are listed above. Candidate must reside within a reasonable commute to a site location listed. Relocation assistance is not available for this position.

Posting End Date: 

*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.