Customer Service Supervisor 2

Job Description

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Market Job Description

Role

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Responsibilities

• Utilizes tools and resources to effectively manage BC team members and business partners.
• Provides ongoing coaching and performance management to team members.
• Ensures daily engagement with each team member.
• Responsible for daily production standards which includes service quality, scheduling, and policy & procedure.
• Acts as first point of contact for responding to highly complex inquiries on a variety of policies and procedures with an ability to mitigate risk by utilizing available tools and critical thinking skills.
• Provides engagement, recognition and developmental opportunities to their team members through a variety of sources.
• May be required to maintain staffing levels by interviewing, hiring and retaining. Identifies and assists with analysis and implementation of process efficiencies.
• Provides backup and feedback to other supervisors as needed.
• Works collaboratively with various groups within and outside Banker Connection.
• Participates in and/or completes special projects as assigned.
• May assist in annual budget planning and variance analysis.
• Serves as a mentor to less experienced managers.
• Analyzes issues, independently makes decisions within guidelines and communicates as appropriate.
• Proactively recognizes and reacts to opportunities for change.

Identifies strategies and designs action plans for improving customer service satisfaction, service quality and production results.

Market Skills and Certifications

• 2+ years of experience interacting with customers
• 1+ year of financial services experience, call center experience, or a combination of both
• 2+ years of supervisory or 2+ years of coaching experience
• Bachelor's degree holder

Desired Qualification

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• Ability to inspire and engage the broader team, leading with ethics and integrity in all we do.
• Ability to motivate and provide performance feedback, in a fast-paced and ever changing environment.
• Experience resolving and working through escalated and complex customer issues.
• Experience recognizing service opportunities and providing exceptional customer satisfaction.
• Ability to provide exceptional customer satisfaction to retain and grow customer banking relationships.
• Effective organizational, multi tasking, and prioritizing skills.
• Solid problem solving skills.
• Ability to handle information professionally and confidentially.
• Excellent verbal, written, and interpersonal communication skills.
• Intermediate Microsoft Office skills

Leadership Expectations at Wells Fargo

As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
• Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.