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Wells Fargo is seeking a Contact Center Manager (Spanish Bilingual).
Job Responsibility
Manage and develop a team of Customer Service Representatives who provide low to moderately complex customer support, and engage key stakeholders and business partners associated with customer service
Identify and recommend products for customer service and productivity standards and goals, growth opportunities, and risk control development
Make decisions and resolve issues regarding escalated customer inquiries to meet business objectives
Interpret and develop standards and goals for customer service
Collaborate and consult with more experienced management, 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
5+ 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
2+ years of leadership experience
Nice to have
Excellent verbal Spanish communication skills
Strong pipeline management oversight and routines
Solid understanding of U.S. Mortgage process preferably experiences in managing U.S. mortgage teams for at least 4 years