Customer Service Director, Wells Fargo

Wells Fargo

Location:
United States, Phoenix, AZ ▼
Charlotte, NC
Roanoke, VA
San Antonio, TX

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an innovative and influential leader to join our team as a Customer Service Director within Unsecured Lending Operations (ULO) Credit Card Customer Service. This role will be responsible for leading ~450 domestic employees, across multiple sites, who provide world class service across various customer and product segments including co-brand products and premier/high value customers. The successful candidate will lead efforts to ensure effective employee onboarding and assistance models are in place and drive operational execution in partnership with the product team.

Job Responsibility:

Establish and sustain a servicing model to deliver world class service for the high value customer segment leveraging requirements from product delivery partners
Train industry leading talent to deliver world class service for our high-net-worth clients
Manage and develop multiple teams and functions, including managers and professionals, with focus on delivering end to end customer service for cross functional stakeholders and business partners
Drive quality, efficiency, and effectiveness
Provide timely responses to stakeholders and maintain high quality, consistent documentation of efforts
Ensure consistent adherence to appropriate policies, procedures, and regulatory commitments
Manage processes/protocols for tracking and reporting service performance against committed service level agreements (SLA’s) and oversight routines
create action plans to correct any service deficiencies
Create performance transparency and measures across applicable ley performance indicators (KPI’s), SLA’s and document for use within the Customer Account Management Wells Fargo Enterprise and in support of Governance and Regulatory interactions as needed
Identify opportunities and strategies for increasing customer service and satisfaction, profitability and efficiency of operations
Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including executive management
Proven ability to communicate well verbally and in writing with internal and external stakeholders of different levels, including experience presenting to senior executives with the ability to simplify complex information in a clear manner
Takes ownership and accountability for responsibilities, business outcomes, and for management of risk exposure
Manage allocation of people and financial resources for customer service
Apply change management process and tools to create a strategy to support the adoption of the changes required by a project or initiative
Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
Develop and guide a culture of talent development to meet business objectives and strategy

Requirements:

8+ 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
4+ years of management experience
Knowledge of wealth and investor management segment clients
Knowledge and understanding of consumer related remediation policy, process, and procedures
Financial services experience
Ability to manage in a matrixed organization environment
Excellent verbal, written, and interpersonal communication skills
Ability to leverage data to make effective business decisions
Success in developing a vision, purpose and direction for a team and demonstrated success in carrying it forward as a visible leader
Experience consulting with senior management and enterprise programs

Nice to have:

8+ years of Customer Service Contact Center
8+ years of management experience

What we offer:

Equal opportunity employer
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process

Additional Information:

Job Posted:
June 10, 2025

Expiration:
June 20, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer Service Director