Mortgage Customer Service Manager

About this role: Wells Fargo is seeking a Mortgage Contact Center Manager. In this role, you will: 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 Required Qualifications: 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 Desired Qualifications: Excellent verbal 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 Job Expectations: Must be able to attend full duration of required training period in person Must be willing to work within US hours typically between 09:00PM- 06:00AM PHT Ability to work additional hours as needed Must work on-site at the location posted Hybrid working arrangement available Posting End Date: 30 May 2026