Customer Service Manager

About this role:

Wells Fargo is seeking a Customer Service Manager.

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:

• 5 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:

• Excellentverbal communication skills

  Strong pipeline management oversight and routines

  Solidunderstanding of U.S. Mortgage process preferably experiences in managing U.S. mortgage teams for at least4years

Job Expectations:

• Must be able to attend full duration of required training period in person.

  Must be willing to work within US hours typically between 09:00PM- 06:00AM PHT

  Ability to work additional hours as needed

  Must work on-site at the location posted

  Hybrid working arrangement available

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells 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 units 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 Disabilities

To request a medical accommodation during the application or interview process visitDisability 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.