Customer Service Manager

Wells Fargo is seeking a Customer Service Manager. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow. In this role, you will: Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact. Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation. Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams Provide guidance and subject matter expertise to Customer Service Representatives on managing the day-to-day administration. Handle customer interactions and communicate with other departments to resolve escalated issues and provide a best-in-class customer experience Required Qualifications: 12 years of experience in Financial Services, Contact Center or Customer Service, assessing and meeting the needs of customers, solving customer problems. At Least 5 years of people management experience Knowledge and understanding of foreign and domestic wire transfers processing, experience in International Funds Transfer, SWIFT, Federal Reserve Wire Transfer Payments, Foreign Exchange Payments Excellent verbal, written, and interpersonal communication skills Basic Microsoft Office skills Strong attention to detail and accuracy skills Ability to work effectively in a team environment Ability to work independently and provide support on flexible hours/working days Demonstrated leadership and interpersonal skills Well organized, proactive, constructive and capable to motivate teamwork Ability to navigate multiple computer systems, applications, and utilize search tools to find information Strong attention to detail and accuracy skills Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues Ability to follow policies, procedures, and regulations Strong organizational, multi-tasking, and prioritizing skills Ability to take on a high level of responsibility, initiative, and accountability. Flexibility towards shifts Onsite Working Posting End Date: 27 Feb 2025 *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. 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. Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 34 on Fortune’s 2024 rankings of America’s largest corporations. In the communities we serve, the company focuses its social impact on building a sustainable, inclusive future for all by supporting housing affordability, small business growth, financial health, and a low-carbon economy. News, insights, and perspectives from Wells Fargo are also available at Wells Fargo Stories. Additional information may be found at www.wellsfargo.com LinkedIn: https://www.linkedin.com/company/wellsfargo For questions on how to search and apply, visit our frequently asked questions.