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Business Operations Customer Service Manager

Wells Fargo

Location:
United States , Charlotte

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Customer Service Manager to lead Consumer & Small Business Banking Operations (CSBBO) Small Business Banking Team.

Job Responsibility:

Manage and develop a group of teams (approximately seven to eight teams) comprised with 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
Participate and engage in risk management activities (i.e. issues, audits, quality monitoring, etc.), and procedure/communication reviews/certifications as a Process Owner and provide unparallel leadership support and expertise
Act as a subject matter expert to support risks and control self-assessment (RCSA) activities
Partner with business controls, quality assurance monitoring, Legal/Risk/Compliance, offshore, workforce management, change management, issue management, etc., for successful management of tasks at hand
Be a leader and advocate for growing capabilities in AI, Ulinks, Automation tools and other opportunities to drive improved client and agent experience

Requirements:

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

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, leading with ethics and integrity in all we do
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 leverage diversity and develop next level of team
Ability to recruit, retain, and grow high potential talent/teams
Highly refined and professional verbal and written communications

Additional Information:

Job Posted:
January 25, 2026

Expiration:
January 30, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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Frontend Developer , Secretary , Talent Manager , Salesforce Administrator , Data Analyst

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