Customer Service Director, Wells Fargo

Wells Fargo

Location:
United States, Charlotte ▼
Irving
Phoenix
San Antonio

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Lead the Customer Service Small Business team and head transformation initiatives to help the organization reach its goals. Responsible for leading up to 700 employees within the Customer Service Small Business team, delivering end-to-end servicing across customers' lifecycle including customer service, fraud and claims management, ATM strategy, cash management, and core operational banking activities.

Job Responsibility:

Manage and develop multiple teams and functions
Identify opportunities for increasing customer service and satisfaction
Lead customer service team by making strategic decisions to resolve highly escalated customer issues
Interpret and develop range of strategic direction, policies, and guidelines
Collaborate with and influence more experienced management and key stakeholders
Manage allocation of people and financial resources
Develop and guide a culture of talent development
Lead transformation initiatives

Requirements:

8+ years of Customer Service, Financial Services or Contact Center experience
4+ years of management or leadership experience
5+ years of successful management experience in customer service centers/contact centers
3+ years leading large scale frontline and back-office support
Disciplined operational thinker who can manage in a complex risk environment
Strong critical thinking skills with demonstrated ability as a strategic thinker
Demonstrated experience with Issues Management and Resolution
Experience building new capabilities and innovating impactful changes for customers
Proven and demonstrated leadership skills including relationship building, partnering, and collaborating
Ability to influence without direct authority
Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups
Proven ability to communicate well verbally and in writing
Ability to travel up to 20% of the time

Nice to have:

Experience presenting to senior executives
Ability to simplify complex information in a clear manner

Additional Information:

Job Posted:
September 02, 2025

Expiration:
September 15, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Service Director