Customer Service Associate Manager, Wells Fargo

Wells Fargo

Location:
United States, Phoenix

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Bilingual Customer Service Associate Manager in Credit Card Services as part of Credit Merchant Services to supervise and lead customer service representatives, improve customer satisfaction, manage resources, and ensure compliance with policies and procedures while fostering talent development in a hybrid working environment.

Job Responsibility:

Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and disputes resolution tasks and processes to ensure timely completion, quality, and compliance in customer service
Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service
Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under direction of customer service management, leveraging interpretation of policies and procedures
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 one or a combination of the following: work experience, training, military experience, education
1+ years of leadership experience
Bilingual speaking and reading proficiency in Spanish/English

Nice to have:

Experience with CSS, CIV, Consumer Lending Portal and SoftPhone
Effective organizational, multi-tasking, and prioritizing skills
Leadership experience including coaching, training, and mentoring a diverse staff
Excellent verbal, written, and interpersonal communication skills
Experience resolving and working through escalated and complex customer issues
Intermediate Microsoft Office skills
Knowledge and understanding of financial services industry
Knowledge and understanding of call center operations in the financial services industry
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Ability to motivate and provide performance feedback, in a fast-paced and ever-changing environment
Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships
Experience recognizing service opportunities and providing exceptional customer satisfaction

What we offer:

Hybrid work schedule
Equal opportunity employer benefits
No visa sponsorship
Drug-free workplace policy

Additional Information:

Job Posted:
October 02, 2025

Expiration:
October 05, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Service Associate Manager