Customer Service Associate Manager, Wells Fargo

Wells Fargo

Location:
United States, Des Moines

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Customer Service Associate Manager in Lending Servicing Operations as part of Wholesale Lending Operations supporting Commercial Banking

Job Responsibility:

Lead a team of Customer Service professionals in internal and external customer inquiries, complaints, and disputes resolution tasks and processes
Provide guidance and support to ensure all processes are completed within established timelines while exceeding quality and customer satisfaction standards
Identify opportunities to improve the customer or employee experience, including system, policy and procedure enhancement, and risk control development
Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues
Collaborate and consult with 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

Requirements:

2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through work experience, training, military experience, education
1+ years of leadership experience

Nice to have:

1+ years of management experience
Experience utilizing call center technologies (e.g., CRM, IVR, workforce management tools)
Experience managing schedules, forecasts, and resource allocation effectively
Experience coaching, mentoring, and leading a team
Strong communication skills
Experience managing work queues and high-volume requests
Ability to interact with customers and handle escalated or sensitive situations
Intermediate level MS Office skills
Strong organizational skills
Strong process simplification skills, Lean methodology
Experience inspiring and motivating the team to meet and exceed goals
Leads by example with professionalism, integrity, and accountability
Handles conflict resolution and team dynamics with confidence
Experience providing regular feedback and performance reviews, identifying training needs and growth opportunities, and fostering continuous learning and career progression

Additional Information:

Job Posted:
September 04, 2025

Expiration:
September 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Associate Manager