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Customer Service Senior Manager

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Wells Fargo

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Location:
United States , Irving ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Wells Fargo is seeking a Customer Service Senior Manager to lead our Core team focused on the needs of Business Banking customers with annual revenues between $500,000 and $2 million The service provided by this team is key to retaining this customer base with Wells Fargo and assisting them with their everyday needs. This role will also lead our Spanish queue for Mass and Core customers that request in language engagement.

Job Responsibility:

  • Lead the Core business segment across Wells Fargo Business Operations Customer Service
  • Lead the Spanish queue for Mass and Core customer segments
  • Manage and develop both managers and individual contributors across multiple U.S. sites
  • Be responsible for how we deliver the best possible service for Core and Spanish speaking customers across the globe
  • Serve as the highest‑level escalation point for complex customer and employee issues, using sound judgment and critical thinking
  • Partner daily with internal groups including Bankers, Fraud, Credit Card, Merchant Services, Lending, Legal, and Complaints teams to resolve issues and support customer outcomes
  • Identify opportunities for operational improvement, process optimization, and risk mitigation with Core and Spanish segments
  • this includes understanding opportunities with Digital and AI customer self service capabilities
  • Implement new systems, policies, and guidelines that support the segment‑based service model
  • Ensure all activities align with Wells Fargo legal, regulatory, investor, and business policies
  • Manage staffing levels, workforce allocation, performance expectations, and financial resources for your assigned segment
  • Mentor, coach, and develop leaders—including managers, coaches, and senior agents—to build a strong talent pipeline and elevate overall performance

Requirements:

  • 7+ 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
  • 3+ years of management or leadership experience

Nice to have:

  • Experience supporting Small Business or Business Banking customers
  • Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
  • Demonstrated experience managing managers and leading high performing teams
  • Ability to coach, mentor, and develop talent at scale
  • Experience collaborating with cross‑functional partners such as bankers/sales, lending, fraud, merchant services, legal complaints, and product teams
  • Strong critical‑thinking skills and the ability to balance risk, customer experience, and business needs
  • Exceptional communication and interpersonal skills
  • ability to influence at all levels of the organization
  • Experience driving operational or service‑model transformation
  • Demonstrated ability to be adaptable and nimble based on changing business environments and customer needs/behaviors

Additional Information:

Job Posted:
May 05, 2026

Expiration:
May 08, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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