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Wells Fargo is seeking a Customer Service Senior Manager to lead our new Premium/Premium Plus team focused on delivering personalized and differentiated experiences for our highest valued customers within Wells Fargo Business. This leader will oversee complex, multi‑location service teams and ensure operational excellence for Business Banking customers.
Job Responsibility:
Lead the Premium/Premium plus segment across Wells Fargo Business Operations Customer Service
Manage and develop both managers and individual contributors across multiple U.S. sites
Oversee high‑complexity, high‑touch customer service delivery—especially for specialized or high‑value customer segments
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 across your segment
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:
6+ 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
Demonstrated experience with high value customer segments within a business line – knowing their needs and providing a high-quality experience
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